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Insights on autonomous CX, AI agents, and B2B service and a lot more.
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Many organisations keep an employee on every customer request and give AI the work around it, because customer service is their last personal contact with customers. I think that view underestimates the customer, and I think the customer would say so if anyone asked.
AI-assisted customer service makes each employee faster. I think it leaves the customer where they were, because every request still waits for an employee to be free.
Many customers say they would choose a person even if the outcome and the wait were the same. I take that seriously, and I think it tells us what an organisation has to promise.
I agree with the organisations that say people matter more as AI gets better. I think a customer service team matters most when it writes how the work is done and has time for the customers who need it.
Many organisations protect the phone call because it has become the last place they meet their customers. I think a customer relationship is built by how much of the customer's time the company respects.
Xenia brings six years in B2B technology to our sales development team and will work with companies across European markets that want to run their customer operations autonomously.
When an autonomous agent can act inside your business systems, identity stops being a formality and becomes the control that decides what each conversation is allowed to reach. This is how oHallo solves it.
Three embeddable widgets that let your website visitors find answers, submit requests, and book meetings without sending an email.
Automation replaces steps. Autonomy replaces the need for steps. The difference matters more than most companies realise.
MCP gives AI agents a standard way to talk to business systems. That changes everything about how customer queries get resolved.
When a human intervenes in an AI-handled conversation, that is not a failure. It is training data for a system that gets better without retraining.
Transparency is not a dashboard with metrics. It is knowing exactly why every response was sent, what data it used, and what policies it followed.
Not every company is ready for autonomous customer operations. Here is how to tell if yours is.
