Scholarlink

Imagine two organizations launch customer service agents at the same time. Both agents access similar knowledge bases, handle the same type of queries, and integrate with similar backend systems. Six months later, one agent handles 75% of customer inquiries with satisfaction scores matching human support. The other sits mostly unused, with customers actively seeking ways to bypass it and reach human agents instead.

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Designing Agents People Want to Use

  • 章节

  • 发表日期：

    2026年

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  • Steve Jeffery

摘要

Imagine two organizations launch customer service agents at the same time. Both agents access similar knowledge bases, handle the same type of queries, and integrate with similar backend systems. Six months later, one agent handles 75% of customer inquiries with satisfaction scores matching human support. The other sits mostly unused, with customers actively seeking ways to bypass it and reach human agents instead.