I am curious how the AI Agent drives. I actually think there is opportunity here because the current generation of "chat bots" that companies use are honestly terrible and frustrating.
The goal of customer service is usually to avoid helping customers. "AI" is better at that than people because it doesn't have feelings. So people give up trying to get a resolution, metrics go up, and the world gets a little worse.
It's not an AI issue, it's a neo-feudal post capitalism issue.
Otherwise the goal is to resolve issues as quickly as possible presuming the company isn't absolute garbage.
That's the key assumption here…
Yes, resolve issues as quickly as possible. Also avoid incurring any additional expense (which can mean having the cuatomer give up on their issue). Also maintaining NPS. These goals conflict and management can choose to prioritize either at any point.
That's only a target if it increases the bottom-line (or some column in some excel sheet). No investor-held company will ever (be able to) choose to decrease a bottom line.
Resolving issues quickly also reduces the amount of money the company needs to spend on support.
"The best customer is the one that doesn't pay directly but get a reminder and then also a debt collection letter, because we are able to add the legal fees" (https://www.youtube.com/watch?v=LDdVSM1UBDo)
They used to be #1 cause of complaints to the Swedish National Board for Consumer Disputes before their dark patterns were forbidden by a law created especially against them.
Absolutely horrible company IMHO. I have their domains blocked in my web browser so that I don't accidentally use them on a merchant's site that hasn't advertised that they do.