New Delhi, July 31 -- The AI customer service industry is entering a new phase, with businesses focusing less on adopting AI receptionists and more on improving their performance, according to a report by the AI company Upfirst.

The company analysed 450,702 inbound calls handled by 503 AI receptionists to identify which setup choices help reduce customer hang-ups.

The findings suggest that while every AI receptionist experiences hang-ups, businesses are increasingly refining greetings, workflows and AI capabilities to improve customer engagement rather than simply deploying AI tools.

The report found that only about 13 per cent of the difference in hang-up rates between businesses could be explained by AI settings such as greetings, vo...