ZenBusiness Velo cuts human handoffs to 3%

ZenBusiness says Velo grew from roughly 14,000 monthly threads at launch to 590,000, while the share requiring a human handoff fell from 11.5% to about 3%, according to its one-year product report. The assistant has handled more than 2.5 million conversations and 25,000 user hours, with nearly half of sessions occurring after hours or on weekends. Operators should compare the escalation curve—not raw chat volume—with the cost model for metered business agents: containment becomes valuable only when lower handoffs do not conceal lower answer quality.