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
The revocation occurred, but the dialer was not updated. That is the moment a contact center director dreads: a renewal call lands on a homeowner who told a field technician three weeks ago, in plain terms, that they did not want to hear from the company again.
The retention floor hears every competitor offer first, and the task is to retain what it hears, organized by market and week.
A self-service returns portal rejects a request when the transaction falls outside its fixed rules, and the customer calls because the portal gave them nowhere else to go.
Agentic AI in a contact center moves outbound lead generation from a dialing volume game to a conversation that ends because the buyer's question is answered.
Coverage questions stall first-call resolution in insurance because policy language varies by form edition, state endorsement, and individual policy terms, so no agent can carry a reliable answer from memory.
The received date on a written grievance or appeal is the exact moment a submission reaches the health plan and the intake clock starts. Every subsequent deadline, audit finding, and case record traces back to it.
An unfilled canceled appointment slot costs a provider organization the revenue, the throughput, and the patient relationship that slot was built to serve.
Fragmented voice, chat and email records produce incomplete regulatory responses because no single system holds the full account history, and a public utilities commission complaint management review demands exactly that.
Post-call surveys miss shopping policyholders because the survey arrives after the decision is already made.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
