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this post was submitted on 19 May 2026
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So, mine has a fallback of transferring to a human if it cannot help with something or fails to help the caller. Our contracts are such that we get paid only for resolved calls that don't transfer and achieve what the caller was trying to do. So it's basically a vanguard to reduce call volume hitting employees. The resolution rate started around 50%, but it's climbing to around 60 with steady improvements and better voice models.
And in case you think, that's not replacing people, it's just making things easier for the employees and improving the speed the customers get what they need; while that's true, many of our customers were using call centers for this same thing. We are taking call center contracts.