Playbook: Forecasting Your AI-Agent-to-Human Agent Ratio in Customer Service
As customer experience leaders move beyond AI pilot programs into scaled AI agent deployments, they’re asking: What share of conversations should be handled by AI, and which should stay with human agents?
Measuring AI Agent Performance: What Metrics Actually Matter
Imagine this: A leading ecommerce brand launches AI agents in its call center, expecting round-the-clock efficiency and instant answers. A few weeks later, the operations team sits down to review performance—but they’re still using the same old QA scorecards built for human reps. The outcome?
DS Without The BS: Session 1: AI Foundations for CX Professionals
Join the first session in this Loris-exclusive series with Lead Machine Learning Scientist Seth Levine, where he breaks down the core AI techniques used in customer service applications today
AI Is Coming for CX – Are You Leading or Reacting?
AI in CX is already a strategic necessity, setting apart leaders who proactively enhance customer experiences while laggards risk falling behind. Will you take the lead and leverage AI for personalized, proactive care, or continue reacting and face the consequences?