Articles tagged “operations”
4 articles
74% of Production Agents Still Rely on Human Evaluation
A survey of 306 practitioners reveals most production agents are far simpler than expected. The eval gap isn't a tooling problem. It's a trust problem.
Every Contact Center Job Is Changing. Here's What That Actually Looks Like
AI isn't eliminating contact center roles. It's hollowing out the repetitive parts and elevating the rest. Here's what human-AI collaboration actually looks like on the floor, and what it means for how you build and manage your team.
Stop Reacting to Bad Calls. Catch Problems Before Customers Do
By the time a customer complains, you've already lost. Real-time analytics lets AI agent teams catch failing conversations mid-flight, not in the post-mortem. Here's how to build a proactive monitoring stack that prevents pain instead of documenting it.
Your AI Agent Costs $13K/Month. Here's the Fix.
A production customer-service agent burned $13,247 in one month. Prompt caching, model routing, batch processing, and plan-and-execute architecture cut it to $1,100. Real pricing math for every technique.
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