Everyone knows the majority of support demand is driven by a handful of upstream issues. Where they cluster, however, is a source of under-explored insights with revenue implications.

An AI-only CX vendor can make statements about volume, and with an integration into your systems, it might even offer some details. But you won’t get the why — because an AI-only CX vendor sees only the AI layer.

We apply a diagnostic lens involving the concentration of escalation drivers, and whether the root cause sits upstream of the conversation, across our case study library. What unfolds: four concrete themes that account for 74% of all volume.

The analysis and themes speak to a greater pattern in which root causes overwhelmingly tie back to something upstream of how a support conversation was handled. The revenue implications are loud: These issues cluster at purchase evaluation, checkout, and post-purchase confirmation. We’ll explore why the full CX layer is imperative. 

Where upstream issues cluster is a source of under-explored insights with revenue implications. An AI-only CX vendor sees only the AI layer — the full CX layer is imperative.