Insights · AI & CX
AI & CX articles
Practical guides from the front line of customer experience: filtered to ai & cx.
AI & CX · Jul 8, 2026
AI customer support QA: can you trust the scores?
An AI QA score is a review signal, not proof that a customer was helped. Check coverage, compare judgments with human reviewers, and keep serious policy or safety failures visible even when the overall score looks good.
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AI & CX · Jul 6, 2026
AI customer support: when should a human take over?
AI can answer routine questions, but a reply is not the same as a resolution. Give customers a usable route to a person, transfer what was already tried, and require explicit authority for refunds and exceptions.
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