We shouldn’t just look at how many questions AI can answer but We should look at how many customer problems it can actually solve.
An AI might give a good answer, but if the customer still has to contact a human afterward, then the problem isn’t really solved.
It would be interesting to see more businesses track things like how often an AI agent actually solves an issue, how often customers come back, how often it needs a human and whether customers are actually happier.
At the end of the day, it’s not about having an AI agent that talks well. It’s about having one that actually helps.