The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 5 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
Rozenfeld: Companies overemphasize chatbots instead of building proper support routing
“There's too much, there's an overemphasis to solve things with chatbot rather than trying to make sure that the user gets to the right place.”
Rozenfeld: Deploying AI without defined problems hurts customer funnels
“What are you trying to solve? Try and answer that first, and then work, work backwards to that, and then see how that technology fits into it, rather than, like, you know, I need chatbots, I need AI, and, like, trying to get everything to work, where that usua…”
Rozenfeld: Only 10% of users escalate issues to customer care reps
“We do know that today for almost, you know, for the one out of 10 users that actually does escalate and start talking to one of your customer care reps. Opens a ticket, takes the time to write about it, that 10% of your users that do it, the other 90% don't.”
Rozenfeld: Early customer care differentiates great companies from good ones
“Making that a big part of your core strategy from day one is really a big part of what defines and really can differentiate a great company from a good one. Understanding that customer care, or at least understanding the voice of your customer from the earlies…”
Rozenfeld: Turn internal agent docs into customer-facing knowledge bases
“Look at what that knowledge that you've created internally, whether it's cross organizationally or just even for your agents themselves, and then just customize it just. A little bit and make that more customer facing, right?”