Tag: customer service

A $2,000 ebike vanished behind a forged signature, and months of chatbot loops recovered one-tenth of its value. What the deflection-first AI support model gets fatally wrong.

The default escalation reflex—dispatching a technician—is the most expensive decision in support. Remote visual support flips the sequence: see the problem first, then dispatch if necessary.

Enterprise AI keeps landing on the desks of people who already have the most resources. The people physically touching broken things — drivers, technicians, installers — are still waiting. That has to change.

Salesforce’s pay-per-resolution pricing is a genuine improvement over deflection metrics — but it only works if your support problems are text-shaped. Here’s why Heathrow gets 90% and GE Appliances gets 25%, and what that means for companies with physical products.

Enterprise field service AI keeps getting built wrong — orchestration first, observation never. Here’s why every new AI platform announcement leaves field techs in the same spot.

Verizon’s CEO just bragged that AI customer service scores 12.8 percentage points better than humans. But those scores are only counting the tickets AI can actually handle — and the ones it can’t are exactly the ones that lose customers.

ServiceNow is down ~52% year-over-year as enterprise buyers demand real ROI from AI platform investments. The reckoning is here—and it’s reshaping how field service teams evaluate every tool in their stack.

AI agents fail at hard tickets because they can’t see the physical world. Visual escalation isn’t a fallback — it’s what makes AI-first support work.