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
Travel providers lose disputes they should have won because the interaction record does not exist in one place, and the response window does not allow time to build it from scratch.
Two utility reps explain the same bill two different ways because their utility billing system surfaces a total, not the calculation behind it, and each rep fills that gap from memory.
Telecom disclosure compliance failures go undetected because the calls where errors are most likely, complex change orders handled by outsourced sales vendors, are also the calls least likely to reach a QA analyst.
CAHPS results arrive months after the member experience that generated them, leaving health plans with a measurement of a problem they can no longer change.
Two advisors working the same drive, the same vehicle history, and the same customer will produce repair orders that differ by hundreds of dollars because the write-up process lives inside each advisor's head, not inside a system that holds every desk to one standard.
After-hours coverage costs a BPO contact center more than its call volume justifies because overnight and weekend shifts often incur higher labor costs against occupancy that rarely fills the queue.
A single national cancellation script fails because state-level automatic-renewal and cancellation laws now impose disclosure and acknowledgment requirements that vary by where the subscriber lives, not by where the company operates.
A patient cancellation that ends without same-call rebooking is a vacant slot that the clinic almost never fills before the schedule locks.
Every "is my application complete?" call costs an admissions office several minutes of senior counselor time on work that requires no counselor judgment.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
