A few years ago, I was working with a mid-size restaurant group that had grown fast: six locations, steady traffic, and a solid reputation. But the call handling? It was chaos. Hosts were juggling ...

A few quarters ago, I was consulting for a legal services firm that couldn’t figure out why inbound lead volume was solid, but new consultations were stalling.

Rule-Driven Stage (2015-2018): Early customer service robots were based on keyword matching and preset rules, only able to handle highly standardized inquiries. Typical characteristics included ...