ENTITY Malte Kosub

Malte Kosub

PulseAugur coverage of Malte Kosub — every cluster mentioning Malte Kosub across labs, papers, and developer communities, ranked by signal.

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COMMENTARY · CL_282839 · Oct 6 · 10:15

AI demands new customer service metrics beyond call containment

Traditional customer service metrics like call containment rates are misleading and can harm customer relationships, according to Malte Kosub, CEO of Parloa. These metrics, designed for cost-saving through call deflecti…