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4 articles
Deflected or resolved: the metrics gap in AI support
AI keeps over 45% of contacts away from humans but fully closes only around 14%. Data on the deflection-resolution gap, with sources.
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Cost per contact: AI against a human agent
The cost gap between AI and human handling of a single contact is measured in orders of magnitude. 2026 cost-per-contact data with sources.
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How much chat automation saves on support
How much businesses save on support with chatbots and under what conditions: data on the savings and their limits — with primary sources.
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Chat Automation ROI: When a Bot Pays Off and When It Doesn't
How much automation really saves and under what conditions: data on support cost savings, chatbot adoption and market growth — with sources.
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