The Human Handover: Is a CX Strategist's Real Job Knowing When the Bots Should Give Up?
The Silent Scream: What 'Containment Rate' Is Really Costing You In the realm of artificial intelligence and customer service, containment rate is a term widely idolized as a benchmark for efficiency, highlighting the percentage of customers a chatbot can assist without human intervention. However, the allure of this metric often masks deeper issues. Using AI in customer service strategy is not just about keeping customers within the digital confines of a chatbot—it's about understanding when they need to break free. Chatbot containment might seem cost-effective but can lead to higher customer frustration analytics revealing increased churn, brand damage, and negative word-of-mouth. Each frustrated customer not swiftly handed over to a human can translate to a loss in business not immediately visible in containment analytics. Thus the 'rage-to-human' pipeline is worth considering. This counter-metric acknowledges that a swift and seamless chatbot to human hand...