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Ideas on AI customer support
Practical guides on building support agents your customers and your team trust.
Product
Why grounded answers beat clever ones in customer support
A support bot that sounds confident but invents policy is worse than no bot at all. Here's how grounding and citations change the equation.
June 2026 · 5 min read
GuidesHow to measure (and improve) your deflection rate
Deflection rate is the single number that tells you whether your AI agent is paying for itself. Here's how to track it honestly.
June 2026 · 6 min read
ProductDesigning a human handoff customers don't resent
Escalation isn't a failure — it's a feature. The difference between a good and bad handoff is all in the design.
May 2026 · 4 min read