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Criteria for Comparing AI Vendors for Customer Support Automation

How to Compare AI Vendors for Customer Support Automation?

Imagine you're evaluating two vendors. Both vendors demonstrate a chatbot. Both answer customer questions. Both show analytics dashboards. Both claim high automation rates. Then you launch a pilot. Three months later, one platform is resolving customer issues independently while the other is creating more work for agents through escalations, corrections, and manual intervention. What happened?