In this episode of Numbers and Narratives, Ibby Syed and Sean Collins dive deep into the world of AI-powered customer support with special guest Kenji Hayward, Head of Support at Front. As a veteran in the support industry, Kenji shares his unique perspective on leading support at a company that provides support software. The conversation kicks off with a discussion on the limitations of using deflection rate as a primary KPI for chatbots and AI assistants. Kenji introduces his innovative AXI...