customer support ai strategy
- AI Strategy (429)
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How to Evaluate an Agentic Customer Support Platform
A practical framework for choosing agentic support workflows, testing platform controls, designing handoffs, and measuring verified resolutions.
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Knowledge Management That Keeps Service and Sales Agents Ready
Build a governed knowledge system that keeps service and sales agents current, role-aware, testable, and synchronized with every product release.
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AI Service Agent Access: A Helpdesk Interoperability Playbook
A practical framework for connecting AI service agents to existing helpdesks, granting safe access, preserving handoffs, and testing failures.
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How to Run AI Support Quality as a Continuous Operation
A practical operating model for measuring AI support quality, gating releases, shaping conversations, and turning live failures into controlled improvements.
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How to Build Context-Grounded AI for Customer Experience
Learn how to define, govern, evaluate, and safely expand the customer and product context that makes CX agents useful instead of merely fluent.
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How to Build Proactive AI Customer Support That Earns Trust
A practical framework for selecting support triggers, setting AI autonomy, protecting trust, and measuring verified customer recovery rather than clicks.
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How to Operate AI Customer Agents as a Reliable CX System
A practical operating model links agent capabilities, release readiness, evaluation, measurement, and ownership into one continuous CX improvement loop.
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How I Make AI Agents Speak Like Our Team: A Conversation Design Playbook That Lifts CSAT
Your AI Agent will sound like an LLM unless you intentionally design how it communicates. I share a practical conversation design playbook covering tone, response structure,…
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Salesforce to Acquire Fin for ~$3.6B: Powerful AI Synergy, Product Strategy Takeaways
Salesforce will acquire Fin for ~$3.6B, with the deal expected to close in the fourth quarter of Salesforce’s fiscal year 2027. The announcement caps a bold…
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Secure System Access for AI Agents: A Phased Control Model
A practical framework for giving AI agents narrowly scoped system access through phased permissions, independent controls, and measurable safeguards.
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Why We Made Fin the Most Open Agent: Instant HubSpot & Freshdesk Support With 76% Resolutions
Fin now runs as a Service Agent on top of HubSpot and Freshworks, so you can deploy world-class automation without leaving your helpdesk. Setup takes less…
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A Game-Changing Leap in Voice AI: Fin Voice 2, Apex Flash, and a Live Demo You Can Trust
Voice AI is finally stepping out of the demo lab and into the real world. With Apex Flash and Fin Voice 2, we get fast, natural…
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Stop Support Tickets Before They Start: How AI Unsticks Users and Lifts Conversions
Stuck users don’t just stall—they open tickets and quietly abandon funnels. By pairing behavioral analytics, session replay, and targeted in-app guides with an AI Assistant, it’s…
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AI-Ready Customer Support: An Operating Model That Works
A practical operating model for preparing support knowledge, workflows, guardrails, human handoffs, and launch controls for reliable AI automation.
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Beyond Accuracy: How I Evaluate AI Customer Service Agents That Delight and Scale
Most teams judge AI agents by accuracy and resolution rates—but that’s only half the story. In my POCs, I mirror real-world messiness, stress-test multi-turn and multilingual…
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How to Deploy an Operator AI Agent in Customer Operations
A practical playbook for selecting operator-agent workflows, designing safe actions, and measuring improvements in customer operations.
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4 Costly Agent Analytics Myths—And the Data-Backed Metrics I Rely on Instead
Agent Analytics can mislead when we over-index on speed, containment, or early green dashboards. I share four common myths I see in human and AI agent…
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How to Evaluate a Shopify-Native AI Shopping Agent
A practical framework for judging whether a Shopify-native AI agent can improve discovery, conversion, and support without adding operational risk.
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How to Run Customer-Facing AI Agents Across Sales and Support
A practical operating model for assigning, measuring, governing, and improving AI agents that serve buyers and support customers without losing trust.
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How to Build Agentic AI for Product Analytics and Support
A practical model for connecting behavioral data, safe agent actions, and outcome measurement so product support resolves issues without losing control.
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