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
Procurement pushes back because the evidence attached to the business case describes a sample, and procurement is being asked to fund a commitment that will be measured against the whole program.
Service-down triage fails when the representative on the line cannot read outage, provisioning, and equipment status in a single view before the call ends, and a technician visit becomes the default outcome.
Crews arrive at an empty house or a locked gate because the appointment was set days or weeks before the visit, and nothing between the booking and the truck roll confirmed that the customer still planned to be there or that the crew could reach the equipment.
Benefit calls run long because a single member question triggers a chain of mid-call lookups across multiple systems, and each lookup adds hold time the member feels and handle time you measure.
Alternatives are worth comparing when a CX team needs more than a conversational interface. This guide compares Cognigy alternatives on workflow completion, connected voice and digital channels, human-agent support, AI controls and fit with existing business systems.
Real-time Agent Assist has become part of the operating layer for customer experience teams. During a live conversation, the agent needs the next action, the right source, relevant customer context, and a clear path to complete the work.
Speech analytics gives CX teams a detailed record of what customers said, what they asked for and how conversations unfolded. This post explains how connecting that evidence to quality, system actions and workflows moves teams toward agentic resolution.
Conversation intelligence becomes operational when understanding a customer interaction leads directly to the work that resolves it. This post explains how agentic conversation intelligence keeps the conversation, the action taken and the evidence of completion in one operating record.
The approval turnaround a dealer group can see is the gap between the customer's reply and the timestamp on the repair order, and that gap is a process the group controls.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
