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In an interview, Zendesk CEO Tom Eggemeier explains how resolution pricing, which charges based on the success of AI interactions, is transforming the evaluation of AI agents in customer service. Unlike traditional models, Zendesk’s approach allows businesses to avoid charges when AI fails to resolve issues, promoting automation and flexibility. Eggemeier also highlights the ongoing need for human agents, debunking fears of job displacement and stressing that many companies are reinvesting savings from automation into their workforce.
Source: YAHOO