Writing
What we are learning about agents that actually do things — what works, what does not, and what it means for the businesses running them.
Measurement
AI customer service introduces a new set of performance questions.
ReadMeasurement
Deploying an AI customer service agent is easy to measure badly.
ReadStrategy
AI customer service is moving quickly from experimentation to operational infrastructure.
ReadStrategy
For years, customer service automation meant chatbots, decision trees, and scripted answers. The objective was usually simple: reduce the number of conversations reaching a human agent.
ReadCustomer Experience
Turn every customer interaction into an opportunity to help, engage, and resolve.
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