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
Conversational Support AI Isn't the Whole Job
Conversational support AI can answer questions fluently, but most tickets need an action taken, not just a sentence generated.
Support · 5 min
In-App Customer Support: What It Actually Fixes
In-app customer support cuts context-switching and resolves issues where they happen, but only if it can see the screen and act, not just chat.
Thesis · 5 min
Intercom Fin Alternative: What to Look For
A practical, data-informed look at what actually matters when evaluating an Intercom Fin alternative for AI customer support.
Industry · 5 min
AI Ticket Deflection: What the Metric Actually Hides
AI ticket deflection rate tells you how many people stopped asking, not how many got helped, and the difference is where support teams get burned.
Support · 5 min
Reduce Support Tickets: What Actually Works
A data-informed look at why deflection metrics mislead support teams, and what genuinely reduces support tickets instead of just hiding them.
Industry · 5 min
Chatbase Alternative: What Actually Matters
A data-informed look at what a real chatbase alternative needs to do beyond answering questions in a chat window.
Product · 5 min
Customer Onboarding Automation, Done Right
A data-informed look at why most customer onboarding automation stalls at day one, and what actually reduces early churn and tickets.
Industry · 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 an AI Chatbot Should 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 Really Means
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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