Kapture Blog
Tag: AI
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When AI Gets Stuck: Handling Escalations, Failures, and Edge Cases in Autonomous CX
Autonomous CX is reshaping customer service, but even the smartest AI has limits. From vague queries to sensitive conversations, failures are inevitable. With Gartner projecting that 20% of cases will still require human support by 2029, enterprises must plan for smooth handoffs and escalation paths. This blog explains how to build resilient systems that keep service quality intact—even when AI gets stuck.
From Solo Agents to AI Collaboratives: The Rise of Multi-Agent Workflows in 2025
The demands placed on AI in today’s business environment are no longer simple or isolated. […]
15 Best AI Tools for Customer Support in 2025: Features, Benefits, and Comparison
AI tools for customer support are changing how organizations and customers interact, making service more […]
AI-Based Contact Centers: The Future of Customer Support
Traditional contact centers often struggle with outdated technology, high call volumes, increased abandonment rates, and […]
How AI is Revolutionizing Customer Insights: A Complete Guide
“Artificial intelligence would be the ultimate version of Google. The ultimate search engine that would […]
From Burnout to Brilliance: Rethinking Agent Experience with AI
It’s not hard to see why so many support agents feel overloaded. The pace of […]
Why Vertical LLMs Are the Future of AI-Driven Customer Experience?
The key is to set realistic customer expectations and then not just to meet them, but […]
The Cost of Doing Nothing: Why AI Adoption Is No Longer Optional in CX
Can you think of a world without smartphones, cars, or computers? Technologies that once seemed […]
Agentic AI vs. Generative AI: What’s the Difference & Why it Matters
Think of Dolores from Westworld — no longer just following commands, but learning, adapting, and […]
