Perspectives

The Auralis point of view.

Direct arguments on what actually moves support outcomes: deflection, recoverability, knowledge, and the operating model behind them.

And that's why median deflection stalls at 41%, even though vendor marketing claims 80%.

Deflection rate is an activity metric. AHT, FRT, CSAT, and recoverability are what the business actually buys.

Every model hallucinates. The question is what happens next.

80% of help docs are out of date. AI on top of a stale KB doesn't deflect tickets, it hallucinates with confidence.

Agent-assist tools that don't show measurable AHT and FRT lift are sales theater. Here's what the contract should ask for.

95% of GenAI pilots stall. The pattern across the failures is the part most buyers don't see until they're already in the project.

For 90% of enterprise use cases, buying wins on TCO and time-to-value. Here's the framework, and the 10% where build is the right call.

Data residency, sovereign AI, and the 75% rule: when on-prem is a compliance choice, not a preference.

How AI copilots change the unit economics of managed service providers, and why headcount is no longer the scaling constraint.

AI translation has crossed the 80%-accuracy threshold. Multilingual support is no longer a feature, it's a baseline.

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