The Resolution Gap: Why AI CX Needs Better Human Escalation
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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