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Further reading

• Guide · Agents and chatbotsAI agent vs chatbot in customer serviceAlmost every vendor now calls its product an agent. The useful distinction is not the label but what the software can do with a customer's records.
• Guide · Escalation designDesigning escalation from an AI agent to a personThe handoff is where customers decide whether an AI agent helped them. This guide sets out when to escalate, what to pass on and how to know the design is working.
• Guide · CostWhat AI customer service costs per resolutionFive vendors, five pricing units. This guide sets out what each one counts, what it leaves out and how to compare them on the same footing.