- 3 AugAI agent answers the refund questionTicket closed, no handoverRESOLVED
- 11 AugSame customer, same questionRepeat contact on the same issueREPEAT
- 14 Aug212 more customers ask itLoop opens. Outcome set: contacts on this issue down 40% for 30 daysLOOP OPEN
- 4 SepCause fixed at the sourceArticle rewritten; an expert approved it, on recordFIX
- 4 OctOutcome test passesContacts on this issue down 81%CLOSED
OnClarity Insights
Resolved isn’t fixed.
Research, standards and tools on what customers keep contacting you about, and whether anything actually changed. Public data and stated method, free to read.
RESOLVEDREPEATLOOP OPENFIXCLOSED
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Three sources of customer insight, scored on nine criteria with a reason in every cell, and the order that shortens time to know.
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AI in customer service: faster answers, the same problems
Independent 2025 and 2026 research: spend is up, satisfaction is flat, returns are rare. Repeat cost is the missing number.
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