Customer Carenumber Co / Automation & AI
When I run pilots for new automation—especially AI that interacts directly with customers—I want one thing above all: clear, defensible evidence that the tech improves outcomes people care about. Recently I built a seven-day experiment to prove a GPT-powered assistant could reduce reopen rates...
Read more...
When you deploy AI chat assistants in regulated support — whether handling finance queries, healthcare triage, or any situation touching payment or personal data — the risks aren’t hypothetical. I’ve seen automated agents make confident but non‑compliant recommendations, omit required...
Read more...
I recently led a small experiment to answer a simple but business-critical question: can GPT-assisted replies reduce handle time (AHT) for our support team without increasing privacy risk for customers? We had to prove the effect with the minimal amount of data—both because of privacy constraints...
Read more...
I recently ran a blind A/B trial to compare GPT-assisted agent replies with responses written by experienced agents, and it taught me a lot about balancing experimental rigor with the compliance and safety needs every support operation must meet. If you’re thinking of testing generative AI in...
Read more...
When I run audits for support teams, one thing I’m always asked is: “Can we tweak the chatbot prompt and actually improve CSAT without making conversations longer?” The short answer is yes — and the way to find that single high-impact prompt is through a focused, one-week audit that...
Read more...
I’ve spent years helping support teams stitch together people, processes and platforms so that technology genuinely improves customer outcomes. When generative AI assistants enter the picture, one of the first questions I hear from teams in regulated industries is: “How do we prove what the AI...
Read more...
I ran a one-week experiment in my support team to answer a simple but important question: how do GPT-assisted agent replies affect CSAT and handle time? We’ve all seen glossy vendor decks claiming AI will cut handle times and boost satisfaction simultaneously, but in practice those goals can...
Read more...
When a chatbot hands a conversation off to a human and the customer leaves frustrated, nobody wins. Yet failed handoffs are common — unclear context, long wait times, repeated questions, and agents who lack the right information. Over the past decade I've helped teams turn those moments from pain...
Read more...
I recently ran a small experiment that tested generative AI replies against our existing templated responses. The goal wasn’t to prove one approach was universally better — it was to learn fast, protect our Net Promoter Score (NPS), and give agents and customers a clearly measurable experience....
Read more...
I once walked into a support ops meeting where the CSAT had slipped three points overnight and the product team wanted answers fast. Our chatbot handled a large chunk of inbound volume, so all eyes turned to it. We had no time for a full rewire, but we did have seven hours. What I’ll share below...
Read more...