AI, customer experience, and the craft of support.
Field notes on running support with people and AI agents on one system — deflection, conversation quality, coaching, and the metrics that move.
Why Your AI Agent Should Be Read-Only Before It's Allowed to Act
The safest way to launch an AI agent is to let it watch first. Here's the crawl-walk-run path.
How AI Agents Handle the Long Tail of Support Questions
The top 20 questions are easy. Here's how AI agents handle the messy long tail.
What Autonomous Resolution Really Requires (Beyond a Good Model)
A smart model is the easy part. Autonomous resolution needs real data, safe actions, and a receipt.
Copilot for Support Reps: Drafting Replies Without Losing Your Voice
A copilot should speed up your reps, not flatten their tone. Here's how to use one well.
When Should an AI Agent Escalate to a Person?
Good AI knows what it doesn't know. Here are the escalation triggers worth wiring in.
Guardrails for AI Support Agents: A Practical Checklist
Before an AI agent touches a customer, put these guardrails in place.
Agent Assist vs. Autonomous Resolution: Choosing the Right Level of AI
Sometimes AI should draft for a person; sometimes it should resolve on its own. Here's how to decide per use case.
AI-to-Human Handoff: How to Pass Context So Your Team Isn't Starting Over
The worst escalation makes the customer repeat everything. Here's how to hand off with full context.
How to Deflect Tickets Without Frustrating Customers
Real deflection resolves the question. Here's how to deflect tickets your customers are glad you deflected.
AI Agents for Customer Support: What They Actually Do in 2026
A plain-English look at what an AI support agent really does, where it helps, and where it should hand off to a person.
Stop sampling 2% of conversations. Score all of them.
Most QA programs grade one or two percent of conversations and argue about the rest. AI makes 100% coverage not just possible but cheaper than the sample. Here's why that changes coaching entirely.
WISMO: how to automate "where is my order?" without losing the customer
"Where is my order?" is the highest-volume, lowest-joy ticket in ecommerce support. Here's how to automate it end to end — and the line where an AI agent should hand off to a person.