customer service AI

The Resolution Gap: Why AI CX Needs Better Human Escalation

The Resolution Gap: Why AI CX Needs Better Human Escalation

AI, Application Development, Automation, Customer Experience /

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.

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Salesforce Outcome-Based AI Pricing: What Enterprises Must Know

Salesforce Outcome-Based AI Pricing: What Enterprises Must Know

AI, Application Development, Customer Experience, Enterprise Software /

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.

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