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The Accountability Gap: Why AI Phone Projects Fail Without a Single Owner
Many automation projects stall because nobody “owns” the problem end-to-end. This article explains how assigning a hi...
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Tsunami Warnings and Customer Care: How Proactive AI Messaging Eases California Residents' Concerns
As an 8.8-magnitude earthquake off Russia’s Kamchatka triggered tsunami warnings across the Pacific—including Califor...
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Phone Support Elimination at Theme Parks: Efficiency Boost or Customer Experience Disaster?
Introduction
Many global theme parks are considering removing public phone numbers and relying solely on AI-powered c...
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One Strike and You're Deleted? Rethinking AI Mistakes in Customer Support
Introduction
In customer support, AI phone bots are praised for speed and scalability. But what happens when they fai...
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Election Day Silence: Why Call Volumes Drop During Major Voting Events
On national voting days, U.S. call centers often experience an unexpected phenomenon: a drop in inbound call volumes....
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From Price Spikes to Panic: Handling Weekend Crypto Support with AI Call Bots
When XRP recently surged past $3.50—smashing its 2018 peak—on the heels of Trump’s crypto policy announcements and ad...
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eKYC and the Future of Decentralized ID: What Call Centers Need to Know
In an increasingly digital world, remote identity verification is no longer optional—it's essential. The eKYC (electr...
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When AI Gets It Wrong: How Misunderstood Calls Cost Businesses Trust and Revenue
AI-powered phone bots are becoming more common in customer service. But when these systems fail to understand callers...
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Crisis Call Surge: How AI Can Shield Frontline Staff During Political Scandals
When a political scandal erupts—such as revelations around a public official’s misrepresented credentials—local gover...
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Handling 200+ Angry Calls an Hour: What Local Governments Can Learn from Contact Center AI
When a local official in Japan admitted to falsifying educational credentials, the municipal office was inundated wit...
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EV Interest Sparks Call Volume: How Call Centers Can Power Up with AI Support Tools
As electric vehicle (EV) ownership continues to rise, so does the complexity and volume of customer inquiries—about c...
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Talking vs. Building: Why Knowing the Term ‘AI Agent’ Doesn’t Mean You Understand It
In recent months, the term “AI agent” has exploded across LinkedIn posts, pitch decks, and tech blogs. But simply kno...
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Designing for Demographics: How Population Age Impacts Customer Expectations and Support Channel Choice
As global population trends diverge—with developed countries like Japan and Italy facing aging societies (“少子高齢化”) an...
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Customer Support in an Aging Nation: How Fewer Young Workers Strain Service Delivery
Many developed nations, such as Japan, Italy, and Germany, face demographic challenges due to low birth rates and agi...
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Customer Support in an Aging Nation: How Fewer Young Workers Strain Service Delivery
Many developed nations, such as Japan, Italy, and Germany, are facing demographic challenges brought on by low birth ...
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Holiday Panic? Why the Same Customers Keep Calling Before Long Weekends
As long weekends and national holidays approach, call centers often experience a surge in repeat calls from the same ...
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The Weekend Lag: How Delayed Responses on Saturdays and Sundays Drive Churn
Weekend customer support has become increasingly critical. Many U.S. consumers expect 24/7 service, and when they don...
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The Empathy Gap: Can AI Phone Bots Be Trained to Handle Sensitive Calls?
As AI-powered phone bots become central to customer care, a crucial question remains: Can they handle emotionally cha...
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Secure by Design: Using eKYC and Phone Bots to Protect Customer Data and Build Trust
Integrating electronic Know Your Customer (eKYC) processes with AI-powered phone bots offers call centers a powerfu...
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Trust Issues: Why U.S. Consumers Still Hesitate to Talk to AI Phone Bots
While AI-powered phone bots promise cost savings and scalability, many US consumers remain uncomfortable interacting ...
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Lost Keys, No Recourse: What Happens to Customer Support in a Trustless Crypto System?
In decentralized finance (DeFi) and decentralized exchanges (DEXs), the principle of "trustlessness" eliminates the n...
