Author
Hemant Warier works as the Head of Marketing at Orvera AI. Worked for Uber Eats for a year selling to restaurants in 4 different cities. After that worked in sales and growth positions at UrbanPiper and Ampyard. Also led marketing at HireSure.ai, CloudSEK and Matters.AI. Will be writing about AI agents handling customer calls and chats on this blog. How they can help and where humans need to step in and what you should know as a CX leader.
238 articles
Reminder campaigns fail to stop summer melt because they notify students about an unfinished task without giving them a path to complete it in that same conversation.
Waiting for a post-peak report costs retailers money because the staffing and routing decisions that drive margin during peak are made hour by hour, not after the window closes.
Every status inquiry call that reaches your queue is a claim that has not moved, and a claimant who did not get the answer before they picked up the phone.
Nesting is cost the contract does not pay for. Live assist moves approved knowledge into the conversation, so a new agent performs closer to a tenured one sooner.
A thin QA sample tells a dealer group how a handful of drawn calls sounded. It cannot tell the group how its stores describe price across thousands of conversations a month.
A thin QA sample cannot tell a retailer whether its return and refund policy is being followed. It reports on the handful of conversations somebody happened to pick.
The first ten days of a term concentrate every access fault across every learner into a window too short to staff and too repetitive to ignore. This post explains how AI voice agents resolve the learner login, MFA and course access crunch.
New patient calls get lost because the access team cannot answer every call the moment it arrives, and a caller who waits too long hangs up and calls somewhere else. This post explains how AI voice agents turn those calls into booked appointments.
A new reservations agent takes their first call long before they can work an exchange or reissue unaided, because the applicable fare rule is hard to see. This post explains why manual reissue handling slows exchange calls and how agent assist helps.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
