Executive summary
Customer service automation and satisfaction: evidence on when AI lifts NPS, when it hurts CX and how to measure it.
Bad automation kills CSAT. Well-designed conversational AI with intelligent handoff lifts NPS by 8-18 points. The difference is whether the machine knows when to step aside.
The evidence
Gartner 2025: 71% rated AI as good as or better than humans on standard queries. Forrester: +14 NPS with intelligent handoff. IACall: average post-call NPS of 62 vs 48 industry benchmark.
How IACall balances both
Native handoff, native Iberian Spanish, sector-specific tuning, real-time sentiment, live CX KPIs.
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Written by
José María Lozano is CEO and co-founder of IACall, a Spanish company building AI voice agents that answer phone calls in real time. He works mainly with law firms, accountancy practices, property managers, estate agents, clinics and workshops: businesses where a missed call is a missed opportunity. IACall operates in Spanish, Catalan and Galician, with data hosted in the EU and compliance with GDPR and the EU AI Act.