In this episode, Robert Cabral's customer experience team at Runway built AI support that handles first-contact resolution and billing decisions without adding headcount. The handoff context problem got fixed in the first week. What's still open is harder: how do you know what AI resolved a customer's conversation without you ever seeing it?

So many Customer Experience leaders are testing with AI and rebuilding with AI as their foundation. Every one of us have to reinvent everything that we’ve known about customer experience systems and processes.You’re not alone, so let’s do this journey together.If you’re working to solve AI resolution, or you’re closer to building it than he is, he wants to hear from you. That’s what Unresolved is for.

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Follow the people:

- ⁠Robert Cabral⁠

- ⁠Brett Rush⁠

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Resources:

- ⁠Beyond the Queue Newsletter⁠

- ⁠Podcast episode⁠

- ⁠Weekly Customer Experience Newsletter⁠

- ⁠Consult with a CX Advisor⁠

Other links:

▶️ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠

📚 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠

🎧 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠

🆇 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠X.com⁠⁠⁠