Guides, product updates, and honest takes on AI customer support.
Learn how AI detects customer frustration using behavioral signals, confidence scoring, and smart escalation to improve support and reduce churn.
Read articleJuly 22, 2026
8 minLearn how to calculate AI deflection rate correctly, spot inflated vendor claims, and compare deflection, resolution, and containment rates.
July 22, 2026
8 minLearn why customer support AI that escalates on low confidence and logs rationale is essential for trust, audits, and better support decisions.
June 30, 2026
7 minMost knowledge bases are written for humans. AI reads them differently — and a poorly structured KB means worse AI replies. Here's how to write one that works for both.
June 30, 2026
8 minAI gets things wrong. Confidence scoring is how you stop bad replies from reaching customers — by measuring how certain the AI is before it sends anything.
June 30, 2026
7 minNot every store runs on Shopify. If your order or customer data lives in Google Sheets, you can still give customers instant, accurate answers — here's how.
June 30, 2026
8 minBFCM and holiday season can 10x your support queue overnight. Here's how stores prepare their support operations to handle the surge without burning out their team or hiring temps.