Your company quietly routed 60% of support chats to an AI agent that signs with a human name. CSAT is flat, costs are down — and a journalist just asked your comms team whether customers know they're talking to a bot. You own support. What do you recommend the company say, and what do you change?

Question

Answer

Stay specific. One example, told well, beats three told fast. Make your decisions visible — what you chose between. End on what changed, for whom.

Your company quietly routed 60% of support chats to an AI agent that signs with a human name. CSAT is flat, costs are down — and a journalist just asked your comms team whether customers know they're talking to a bot. You own support. What do you recommend the company say, and what do you change?

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