ON DEMAND WEBINAR
Duration: 52 minutes​

Most contact centers are running AI the wrong way. They bolt it onto a system built for human agents, then measure it with human agent metrics. The result: higher costs, same old bottlenecks, no real transformation.
 
The organizations winning with AI-powered customer experience are doing something different. AI handles the interaction. Humans guide it. Chris Arnold, VP of CX Strategy at ASAPP,[1]  breaks down the three tenets behind this shift, the operating model, the workforce, the metrics, and what it takes to build a CX operation that actually gets smarter over time.
 
You'll learn:

• How to structure customer interactions across Autonomous Resolution, Guided Resolution (HILA), and Human Escalation
• Why human guidance should be a built-in system for your contact center, not a fallback when AI fails
• The metrics replacing AHT and FCR for AI-driven CX: Autonomous Resolution Rate, AI Containment Rate, and Learning Velocity
• What "success" looks like when your team optimizes for learning speed, not just automation percentage [1]Need to add Stephen and CSM
   

SPEAKERS

Chris Arnold
VP, CX Strategy
ASAPP
 

 

Stephen Canterbury
Director, Customer Success Management
ASAPP
 

Minh Diep
Customer Success Manager
ASAPP