Brian Schiff’s Post

Flip customers who want to maximize automation have AI resolving +80% of their calls Even large brands with 10s of thousands of calls per day…that used to have hundreds of agents So where do they go from here, what’s next? Phase #1 = high automation, high csat Phase #2 = converting biz outcomes Use these thousands of customer conversations to drive outcomes on the metrics that matter…sales, retention, appointments, trips, no-shows, etc That’s where this is going When someone has product questions, you don’t just answer the question, but you help them complete the purchase then and there And follow that pattern across every contact reason