Topics / Customer support
Satisfaction scores, speed and complaints for AI-handled support, compared with human service where reported.
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Opens a new chat with a prompt that points the assistant to this archive. What it writes is its own, not the archive's: check any quotation on its passage page before you rely on it. Or add the archive to your assistant as a connector: https://the-ai-record.com/mcp (how).
4 passages from 4 organizations; 4 checked against the source. The page states no conclusion: these are the organizations' own words.
we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team
SalesforcePublished by the organization itself (post), no named author
Post: Salesforce (own site, webinar listing), Salesforce (own site, webinar listing), October 2026.
Around half of Cora conversations are now entirely contained and we achieved a Cora CSAT of 66%.
NatWest GroupPublished by the organization itself (post), no named author
Post: NatWest Group annual report, strategic report (the company's own annual publication), NatWest Group annual report, strategic report (the company's own annual publication), February 2025.
Between the year ended December 31, 2022 and the year ended March 31, 2025, we reduced our support costs per Active Member by 60% and fraud loss rates by 29%. These improvements did not come at the expense of the member experience, either, as we doubled our member support satisfaction scores from the first quarter of 2022 to the first quarter of 2025.
ChimePublished by the organization itself (regulatory filing), no named author
Regulatory filing: Chime Financial, Inc. prospectus (Form 424B4), SEC EDGAR, June 12, 2025, at Business, Member Support.
We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.
Sebastian SiemiatkowskiChief Executive Officer and co-founder · Executive, 
Klarna
Interview: CX Foundation (specialist customer-experience media and analyst site), CX Foundation (specialist customer-experience media and analyst site), February 17, 2026. Reported by Charlie Mitchell.