AI Customer Service Success Takes More Than Deflecting Tickets
CRMBuyer, Thursday, October 29th, 2026
Text's Kacper Wiacek tells CRM Buyer that AI customer service should be judged on customer and business outcomes, not ticket deflection.
CRM Buyer's Jack M. Germain interviews Kacper Wiacek, head of customer success at AI customer service platform Text, who argues deflection rate measures whether customers reached a human, not whether they got what they came for.
He proposes scorecards covering customer outcomes, business results and AI efficiency, and cites Text customers Selsey, whose AI agent resolves 96 percent of conversations, and Nuvoo, where the agent handles about 70 percent of chats and drives about 70 percent of chat sales.
He urges tying service data to revenue and retention, setting clear AI boundaries and escalation rules, and not treating AI mainly as cost cutting.