cx-automation
(5)
AI Customer Service Agents Are Closing Tickets Without You
Intercom's Fin, Ada, Forethought, Gupshup, Five9 and Amazon are racing to build support agents that resolve tickets on their own. As the platforms buy up the startups, here is who does what - and where the real money is going.
Voice AI Is Eating the Call Center, One Angry Caller at a Time
Observe.AI, PolyAI, Botpress, Forethought and a shrinking pack of rivals are racing to replace hold music with software that talks back. The funding says they are winning. The person still stuck on the line is not so sure.
Capacity vs. Maven AGI, Two Ways to Kill the Support Ticket
One company bought its way to 20,000 customers. The other raised $78 million to build a single autonomous agent. Both want to end the support ticket - they just disagree on how.
The $9 Billion Race to Replace the Call Center
Eight software companies - from enterprise giant Genesys to a startup called CloudTalk - are betting the phone call survives. They just disagree on whether a human will still answer it.
Five Levels of Autonomy That Sort the Bots From the Agents
Everyone in customer service says "agentic" and almost nobody defines it. Here is a five-level scale that separates a scripted bot from software that actually acts on your systems — and where the real products land.