Insights for Smarter Customer Support
Strategy, tutorials, and deep dives on AI, live chat, and customer experience — written by practitioners.
Customer service
Your Knowledge Base Is Now Your Agent's Brain: A Maintenance Playbook for 2026
When AI agents answer from your knowledge base, a stale article becomes a confident wrong answer at scale. A practical playbook for keeping it accurate.
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From Golden Week to Singles' Day: A Q4 Peak-Season Readiness Plan for Support Teams
China's Q4 isn't one peak but three. Here's how to forecast, stress-test and staff your AI and human...
The State of Autonomous Support, Six Months In: What 2026 Deployments Reveal
Six months after the reasoning-model wave hit production support, the deployments that succeeded and...
Global Bank Deploys Real-Time Audit Logging Across 12 Markets Ahead of New AI Rules
Rather than wait for a mandate in any single market, a multinational bank standardized AI decision...
September 2026 Update: Regulatory Audit Export and Agent Governance 2.0
A standardized regulatory export format, and a rebuilt governance dashboard that brings escalation,...
Why Regulators Are Turning to Real-Time Audit Logs for AI Customer Interactions
Post-hoc audits are giving way to a regulatory expectation of continuous, real-time logging of what...
Setting Up Cost Guardrails: Capping AI Spend Without Capping Quality
A step-by-step walkthrough of setting per-intent cost targets and alerts using this month’s Cost...
AI & Automation
Evaluating Your Support AI Like an Engineer: Offline Evals, Shadow Mode, and Canary Releases
Aug 21, 2026 · 4 min readAgent-to-Agent Handoff: Coordinating Multiple Specialized Bots Without Confusing the Customer
Jul 24, 2026 · 4 min readContext Windows Are No Longer the Bottleneck: What Changed and What It Means for Support
Jun 24, 2026 · 4 min readCase Studies
Global Bank Deploys Real-Time Audit Logging Across 12 Markets Ahead of New AI Rules
Rather than wait for a mandate in any single market, a multinational bank standardized AI decision...
Auto Insurer Reduces Claims-Related Contacts by 45% With Proactive Status Updates
Most claims-related contacts were customers asking a question the insurer already had the answer to....
Airline Automates 80% of Rebooking Requests During Summer Disruptions
When a summer storm system cancelled hundreds of flights in a single week, an AI-first rebooking...