The Call After the Call

Ringg says its AI agents resolve up to 65% of routine customer inquiries without a person. I’d still want to hear the next call.

Say someone calls about a duplicate charge. The agent checks the account but cannot resolve the dispute, so it transfers the caller. The person who picks up asks for the account number and the whole story again.

The transfer happened. The work did not travel with it.

Before celebrating the percentage, listen to ten transferred calls. Check whether the person taking over saw what the agent checked and had the authority to fix the problem. Then track how many customers called back about the same issue.

I want agents handling routine calls so the service team has room to think. The people who inherit the rest need time to handle the hard cases. Give them the conversation history and the authority to finish the job.

Then count the calls that came back. That number belongs beside the ones the bot finished.