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
California AB 1609 is a state law giving customers of large businesses a clear way to reach a human customer service agent, and barring those businesses from presenting an AI agent as a human. This post explains what it means for contact centers and CX teams.
A utility web-form service request stalls when it arrives missing one or two required fields for the work order type, and nothing progresses until these are completed.
Rooming list intake takes group coordinators hours per group because every file arrives in a different format, and every name must be keyed by hand into the reservation system.
Loyalty program enrollment stalls in chat because the chat window cannot create a membership, so it hands the shopper a link and asks them to start over somewhere else.
Shoppers order the wrong part because a year, make, and model selection on a parts website does not capture the build details that fitment actually depends on.
Carriers re-request documents they already hold because each one sat unmatched in a shared inbox or was filed under the wrong claim or document type, so the outstanding-item flag on the claim file stayed open.
Pre-visit registration stalls at the step a patient cannot finish alone, and nothing picks the conversation back up until a staff member finishes it by phone or at the front desk.
Home warranty service request intake backs up because every call carries four sequential steps before a service request can exist, and peak demand compresses all of them at once.
Inaccurate claims reach compliance late because the team only hears the calls it pulls, and a hand-picked sample is a fraction of what was said that week. A recruiter takes a call from an adult learner and, wanting to be helpful, says the prior credits will count. That call might not be reviewed.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
