Does your customer support AI agent really know when to escalate?

By the end of the year, 88% of companies expect to have AI agents handling some of their customer conversations, according to our survey of 2,527 enterprise leaders across 10 countries. That doesn’t mean human representatives are out of the picture. Gartner reported that nearly 80% of customer service organizations plan to reshape the roles […] The post Does your customer support AI agent really know when to escalate?