Insights

At GetGo, delivering exceptional support is non-negotiable — our users expect it, and we hold ourselves to it. Recognising early that AI would be central to scalable, high-quality service, we sought a partner who could make that vision a reality. Level3AI gave us the confidence to commit fully, and Emily has delivered — reinforcing our vision for the future of shared mobility. - Deyao Ang, Chief Operations Officer @GetGo Overview GetGo is Singapore's largest car-sharing platf

BILL leveraged DevRev’s AI platform to transform customer support, achieving a 70% AI resolution rate, surpassing deflection targets, and saving over $5M while maintaining high customer satisfaction and scaling support across 500,000 SMBs without increasing costs. Company: BILL Employees: 1,001-5,000 Founded: 2006 Headquarters: San Jose, CA Industry: FinTech The company BILL is a U.S.-based financial technology platform processing millions of transactions for 500,000 SMBs. Op

The transformation trap In a digital world, the contact centre is no longer the only front door. The real CX failure is happening across your whole operation and the fix can’t start with the platform. The contact centre is not the problem You upgraded your contact centre platform. Maybe you deployed new CCaaS. Possibly an AI chatbot. And contact volumes haven’t fallen. Costs haven’t moved. Agents are still overwhelmed. What went wrong? Nothing went wrong with the technology.

In this blog, you’ll learn: How AI is transforming CX, and why future-ready networks are critical. The role of robust infrastructure in delivering reliable AI-powered CX. Why assessing and strengthening digital foundations protects customer trust and maintains competitiveness. Modern customer experience is increasingly shaped by AI. We’re seeing its usage within the likes of automated service agents and predictive decision-making. But no matter how advanced these tools become

AI is rapidly transforming customer service, redefining how businesses interact with their customers. Among its many applications, the intelligent virtual agent stands out as one of the most strategic and impactful tools. Gartner predicts that by 2029, agentic AI will autonomously resolve 80% of common customer service requests without human intervention. Available across multiple channels, this digital assistant understands natural language, adapts to context, and delivers r

After all, recent studies show that 66% of customers expect that companies will understand their needs. This is why companies that orient their operations towards this are 60% more profitable than the rest. The main components of good CX are: Understanding the target customer’s mindset before making the purchase. Mapping the customer journey from awareness to fulfillment. Removing pain points across channels for conversion and retention. Successfully managing the digital cust

From established brands to disruptive startups, everyone is rethinking their strategies this year — check out the 2023 customer...