Silent Churn Is The Biggest Customer Support Risk
CRMBuyer, Thursday, March 5th, 2026
Most customer support organizations are built to serve the loudest 10% of users - the ones who open tickets. The greater risk lies with the silent majority who encounter friction, say nothing, and quietly churn.
As artificial intelligence moves from experimentation to deployment, a new class of agentic AI is emerging to address this hidden revenue leak - not by replacing humans, but by resolving problems before customers decide to leave.
At the forefront of this shift is Nadav Kemper, CEO and co-founder of Quack, a platform that does more than build chatbots - it trains agentic AI. His perspective reflects a growing augmentation-first approach that reframes AI not as a replacement for human agents, but as a tool for protecting customer relationships and revenue.