The bot-to-agent handoff is undoing your AI savings
Half of customers who got moved from a bot to a person had to start their story over. It's the moment that quietly undoes a lot of the AI savings.
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Notes from the field
Short, practical updates from Summitly on contact center, business phone systems, conferencing, AI, telecom and security, plus Summitly Basecamp event news. Each one links to the full post on LinkedIn.
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The customer sent a Zoom link. You're in a Teams Room.
I can't count how many times I've watched a team walk into a nice conference room, realize the customer sent a Zoom link, and end up huddled around somebody's laptop. This week Microsoft and Zoom announced something that should help. It's called Cross-Platform Meeting Connect.
Read on LinkedIn →Summitly Basecamp: The AI Game Plan at America First Field
Only a few days until our next Summitly Basecamp event, Oct 23 at America First Field, with John Bullough as our keynote. Come network, have some food, and learn best practices around AI vendor selection.
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Your next caller may be an AI agent
A quiet shift just started in customer service that most contact center leaders haven't planned for yet. Your customers are about to send their own AI agents to talk to you.
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Are your calls getting labeled "Spam Likely"?
I keep having the same conversation with outbound teams lately. Dials are up, the dialer is humming, and connect rates keep sliding. Nine times out of ten, their numbers are showing up as "Spam Likely."
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Contained is not the same as resolved
Every time I sit down with a contact center leader looking at AI, the first number on the vendor's slide is containment. "We kept 70% of calls away from your agents." Sounds great. But I always ask one follow-up question: how many of those people called back the next day because their problem never got solved?
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Fewer recurring meetings with async collaboration
Most calendars are full of recurring meetings nobody would schedule from scratch today — status updates, read-outs, and syncs that could have been a two-minute video or a shared doc.
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Stop bolting AI onto broken workflows
Most contact center AI projects fail the P&L test for one simple reason: they treat the model as a feature, not a redesign of how work gets done.
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