California’s new law gives consumers the right to a human representative, but a 15-minute hold time isn’t a satisfying answer. The real problem is that most AI agents lack the transactional authority to resolve issues. Enterprises that invest in agents with genuine workflow permissions will outperform those that treat the law as a compliance checkbox.
AI Customer Service Agents and California’s Human Contact Law Read More »
Typewise launched Nova, an AI Operator that builds, runs, and continuously improves customer service AI without dedicated ops staff. Priced on resolved outcomes rather than seats, Nova targets the growing operational burden that stalls AI pilots in mid-market companies. Early customers report 70–85% autonomous resolution rates.
Typewise Nova: The AI Operator Running Customer Service 24/7 Read More »
The Liveops 2026 Resolution Gap Report finds that customers accept AI for simple tasks but expect fast, context-aware escalation to humans when automation fails. Only 10% say handoffs are always smooth, and just 55% of issues are resolved on the first attempt. ECI Research analysis examines what this means for CX technology buyers and the developers building the next generation of service orchestration platforms.
The Resolution Gap: Why AI CX Needs Better Human Escalation Read More »
Salesforce is charging for customer service AI only when it resolves issues without human involvement. The pricing model is bold, but the harder problem is agreeing on what “resolved” actually means. ECI Research breaks down what IT leaders and developers need to evaluate before signing outcome-based AI contracts.
Salesforce Outcome-Based AI Pricing: What Enterprises Must Know Read More »
Discover how AI assistants in customer service and healthcare are driving results like +30 CSAT points and 80% faster service times—when paired with strong user adoption, clean data, and real-world customization.
Lessons from AI Assistants in Customer Service and Healthcare Read More »