"The AI is trying to do the job for them, rather than with them," Elena told the CEO that afternoon. "We're treating customers like tickets, not people." The Transformation Elena’s strategy was disruptive:
Six months later, Aethelgard’s CSAT (Customer Satisfaction Score) hit an all-time high. Contact Center Consulting Leader
She redesigned the IVR (voice system) to use AI to predict why a customer was calling (e.g., "I see you just received an order...") before they even pressed a button. The Results "The AI is trying to do the job
did not just hear phones ringing; she heard data, emotion, and missed opportunities. As the senior-most Contact Center Consulting Leader at a top-tier firm, Elena was known for taking chaotic, high-cost customer service centers and transforming them into empathetic, AI-driven profit centers. rather than with them