Six Five Media (@TheSixFiveMedia) “Deflection rates and handle times tell you how busy your service operation is. B” — TopicDigg
Six Five Media
@TheSixFiveMedia
加入 March 2020
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Deflection rates and handle times tell you how busy your service operation is. But they don't tell you whether the customer's problem was solved.
@Keith_Kirkpat and @MelodyBrue sat down with Shashi Upadhyay from @Zendesk at Zendesk Relate 2026 to discuss how Resolution-based pricing aligns the vendor's incentives with the customer's outcomes.
24/7 availability. 100 languages. 20 billion tickets of intent data. Seamless handoff when the AI cannot close the loop.
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