Exclusive insight report
Surge happens: How AI agents keep CX stable when volume explodes
Seasonal peaks and unpredictable operational disruptions in customer service create vertical walls of demand that overwhelm traditional infrastructure within hours or even minutes.
This report guides you through deploying intelligent systems at every customer entry point to triage and resolve interactions before they reach your agents. You’ll discover how to absorb surges with technology that scales infinitely and costs marginally.
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About this report
Your current playbook involves expensive temporary hiring, paying for idle capacity during normal periods, or simply being unprepared and watching service levels collapse.
With a 9% abandonment rate on 50,000 monthly calls at $40 average order value, you’re losing $180,000 in immediate revenue per month. Add the cost of stressed agents with 20-30% longer handle times, rushed resolutions that tank first-call resolution rates, and unhappy customers requiring multiple callbacks.
None of these options are sustainable.
Inside you’ll discover
- The true cost of surge demand
Why traditional staffing models collapse under different, hard-to-avoid spikes and the hidden revenue you’re losing when abandonment rates climb. - The AI-powered alternative
How intelligent systems absorb surges by handling the front door, allowing your agents to focus on complex, high-value interactions. - Eight proven use cases for surge management
Practical applications from AI-mediated triage to real-time agent assist, each with implementation guidance. - Production-scale case studies
ClassPass has achieved 10x deflection rates and 24/7 coverage. Chime is delivering a 60% cost reduction while doubling customer satisfaction across 1M+ monthly interactions. - Strategic implementation framework
The architectural decisions and deployment strategies that build elastic capacity into your system before the next crisis hits.
