Published September 18, 20264 min
Canned Replies the AI Can Cite Without Sounding Canned
Blog
News & Insights
Published September 16, 20265 min
When 'Resolved by AI' Looks Like 'Closed Without Reply'
Published September 14, 20265 min
Write an Escalation Runbook Your AI Agent Can Actually Use
Published September 11, 20264 min
Three Things the AI Tried Before It Escalated
Published September 9, 20265 min
Set a Doc Freshness Policy Before Your AI Lies
Published September 7, 20265 min
Stop Sending Three Replies to the Same Question
Published September 4, 20265 min
Route VIP Customers Around the AI Queue
Published September 2, 20265 min
When Your AI Agent Draws a Blank, Don't Serve a 404
Published August 31, 20265 min
What Goes in the Escalation Handoff Summary
Published August 28, 20265 min
One Question, Three Conflicting Answers in Your Docs
Published August 26, 20265 min
Confidence Thresholds That Don't Flood Your Human Queue
Published August 24, 20265 min
Why Your AI Agent Must Never Quote Pricing
Published August 21, 20265 min
Escalation Thresholds by Ticket Category
Published August 19, 20265 min
Triage Flow When AI Handles 60% of Your Inbox
Published August 17, 20265 min
When the AI Gave Wrong Info: A Recovery Playbook
Published August 14, 20268 min
Multilingual Support From English Docs
Published August 12, 20265 min
What AI Support Should Actually Cost a Small Team
Published August 10, 20265 min
Onboard an AI Agent in One Afternoon
Published August 7, 20265 min
Auditing What Your AI Told a Customer
Published August 5, 20265 min
What Free AI Support Tiers Actually Cost You
Published August 3, 20269 min
Prep Your Knowledge Base for AI Support
Published August 2, 20265 min
Keep Your Public Feedback Board Alive and Useful
Published July 27, 20265 min
Measuring Support Quality When AI Answers First
Published July 27, 20265 min
Turn Resolved Tickets Into Docs That Stop Repeats
Published July 24, 20268 min
Escalation Without Losing the Thread
Published July 23, 20265 min
How to Write Help-Center Articles an AI Agent Can Answer From
Published July 22, 20263 min
Measuring AI Resolution Rate Honestly (Deflection Is Not Resolution)
Published July 19, 20263 min
Building a Multi-Channel Inbox: Email, Chat, and Widget in One Thread
Published July 16, 20263 min
The Anatomy of a Help Center Article That Both Humans and AI Can Use
Published July 13, 20263 min
Why Our Widget Renders in a Shadow DOM (and What It Cost Us)
Published July 10, 20263 min
Feature Requests That Ship: Running a Public Feedback Portal Without the Graveyard
Published July 7, 20263 min
From "It’s Broken" to Fixed: What a Bug Report Needs to Skip the Ping-Pong
Published July 4, 20263 min
Cutting First-Response Time Without Hiring (or Canned-Reply Spam)
Published July 1, 20263 min
What "Train the AI on Your Website" Actually Means Under the Hood
