If your AI is closing tickets but not solving problems, it’s doing more harm than good. It’s hard to deliver great service if you aren’t actually resolving a customer’s issue. Most customers wouldn’t count a dropped call or a timed-out chat as resolution, and you shouldn’t either. But many companies say it is – and charge you for it, too. Resolution isn’t deflection. It’s not a half-baked handover or a conversation that simply ends. A true resolution is when the problem is fu
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