Tags
#support
7 articles
What customers think about AI in support
Two-thirds of customers would prefer companies stopped using AI in support — even as deployment grows. Data on consumer attitudes.
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Autonomous AI forecasts in support: 80% by 2029
Gartner projects agentic AI will autonomously resolve 80% of common issues by 2029. We set the forecast against current data.
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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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First response time by channel: chat, email, social
How long businesses take to respond in each channel and what customers expect: 2026 first-response benchmarks 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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