The 95/5 Split in Customer Service

AI Components (95%):

• Automated response to common inquiries
• Customer sentiment analysis
• Predictive issue identification
• Personalized recommendation generation
• Case routing and prioritization

Human Elements (5%):

• Complex problem resolution
• Emotional intelligence for difficult situations
• Creative solution development
• Relationship building with key accounts
• Oversight of AI-suggested responses

Results from Implementation

• 58% reduction in response time
• 42% increase in customer satisfaction
• 73% decrease in repetitive ticket handling
• Representatives report higher job satisfaction focusing on complex issues