Guides, reports & updates.
Practical guides, industry research, and product updates on AI customer support: how to resolve more questions inside your product.
FeaturedIndustry · 5 min
AI Help Desk: What the Data Actually Shows
A data-informed look at ticket volume, deflection vs resolution, and where most AI help desks quietly fail to close the loop.
Product · 5 min
The Four Jobs Every Real AI Support Agent Has to Do
Most tools that call themselves an AI support agent only do one of the four jobs the role actually requires.
Support · 4 min
What a Customer Service AI Chatbot Should Actually Do (Not Just Say)
Most "customer service AI chatbot" products are still just chat with better grammar — here's what to actually demand from one.
Support · 4 min
What Customer Support Automation Actually Means (And What It Doesn't)
Most customer support automation just automates the apology — here's what it looks like when it automates the actual resolution.
Support · 4 min
How to Judge an AI Customer Support Agent Before You Buy One
A practical checklist for evaluating an AI customer support agent beyond the demo, based on what actually breaks in production.
Support · 5 min
AI Customer Service Should Do Things, Not Just Say Things
Most AI customer service tools are really just chat with a search index behind it — here's what changes when the AI can actually act.
Support · 4 min
Why Most AI Customer Support Tools Are Optimized to Lie to You
Deflection rate is the wrong number for AI customer support — here's what we track instead and why it changes how the agent behaves.
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