customer support ai strategy
- AI Strategy (315)
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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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Cracking the Hardest Percentages: Turn Complex Support into Scalable, Trust-Building Automation
Complex queries are the smallest slice of most queues, yet they dominate handle time and define customer trust. In my experience, the fastest path to higher…
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Never Stop Disrupting: Why the Fin API Platform Signals a New Era for Agentic AI
Disruption favors teams that move from features to agents—and the Fin API platform accelerates that shift. With a customer agent platform resolving over 2M issues weekly…
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Apex Arrives: Vertical AI That Beats GPT-5.4 on Customer Service Speed, Accuracy, and Cost
Apex is a new vertical model for Fin that outperforms GPT-5.4 and Opus 4.5 on speed, accuracy, and cost—now powering ~100% of English chat and email…
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How to Scale AI Customer Experience Without Losing Quality
Build an AI CX quality system that combines risk-based monitoring, explicit scorecards, human review, and a closed product improvement loop.
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How to Build a Continuous Improvement Loop for AI Support
A practical operating model for measuring AI support outcomes, learning from failures, testing fixes, and shipping improvements without regressions.
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How We Automated 81% of Customer Support with AI—While Uplifting CX, Speed, and ROI
Automating 81% of support with AI didn’t happen by accident—it required an AI-first strategy, tight knowledge management, and rigorous conversation design. By deploying Fin across our…
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