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Support That Resolves Itself
AI-Native customer operations
A book by Alpesh Nakrani
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- Pages
- 89
- Chapters
- 11
- Format
- PDF · 19.9 MB
01/Overview
What's in the book
Deflection is the wrong metric; resolution is the right one. Building support where the machine closes the ticket and the human handles the exception.
02/Inside the PDF
Table of contents
PDF page- INTIntroduction: The Ticket That Closed Twice9
- 01Deflection Rate Is a Vanity Metric15
- 02Which Cases Are Safe to Automate21
- 03Answering From the Policy That Is Actually Current27
- 04What the System Is Allowed to Actually Do33
- 05An Audit Trail for Every Automated Action39
- 06The Handoff Before the Customer Gives Up44
- 07Reopen Rate Is the Tell50
- 08Keeping Humans for the Calls That Need Judgment56
- 09Trust and Tone When the Customer Knows It's Automated62
- 10The Economics of a Durably Resolved Case68
- 11A Rollout Plan for Expanding Automated Scope74
- ENDConclusion: The Problem Actually Went Away80
The full chapters, illustrations, and reference material are included in the downloadable PDF.
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