Resolution Theory
The CCaaS industry has spent a decade obsessed with deflection—measuring success by how many customers they can keep away from human agents using rigid chatbots. But deflection merely counts calls that went away; true containment and customer satisfaction count work that actually got done.
Resolution Theory is an original framework for the agentic contact centre. It argues that autonomous AI agents must be measured on their ability to execute governed, secure actions directly inside your systems of record, backed by auditable proof and safe human-in-the-loop guardrails.
The Series
Resolution Theory: Deflection is Dead
Traditional B2B customer service measures success by how many calls it deflects. True customer experience is built on resolution—work that actually gets done.
The State of Resolution: AI & Guardrails in the Public Sector
Deploying autonomous voice agents in regulated government and healthcare spaces requires strict audit trails, DCB compliance, and human-in-the-loop controls.
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