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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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From Resolutions to Outcomes: How We Price AI Agents Fairly and Amplify Customer Value
AI pricing should align with real, measurable value. Resolutions were a great starting point, but as Fin now handles complex, multi-step, and human-in-the-loop workflows, success is…
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February Fin Breakthroughs: Master complex workflows, natural voice, 2-minute Shopify, smarter ops
This February, we removed four major constraints holding AI agents back: complexity in automation, voice quality under pressure, Shopify setup friction, and helpdesk overhead. Procedures and…
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How to Scale AI Across the Customer Experience Without Silos
A practical model for extending AI beyond support with shared context, clear ownership, journey-level metrics, and controlled rollout gates.
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From Tickets to Strategy: How AI Is Rewriting Support Careers—and Why Now Is the Moment
AI is reshaping support from the ground up, shifting work from ticket handling to strategic system improvement. Teams report updated job descriptions, more time spent training…
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12 Game-Changing Updates to Fin Procedures & Simulations for Complex Queries
I’m announcing 12 major upgrades to Fin’s Procedures and Simulations that help teams safely scale agentic AI for complex, multi-step customer workflows. Build Procedures faster with…
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How Deep AI Transforms Support Into Proactive, Omnichannel CX—No Extra Headcount Needed
AI is finally giving support teams the “breathing room” to focus on customer experience instead of firefighting. In 2026, investment is shifting toward omnichannel consistency so…
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Deeper AI Integration, Clearer ROI: How Mature Deployments Redefine Support Economics
AI can deliver quick efficiency wins, but the real ROI emerges when it is deeply integrated into support workflows. As deployments mature, teams move from tracking…
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Build CX Scores You Can Defend: My 5-step playbook for transparent, trustworthy AI metrics
Support leaders shouldn’t have to take a metric on faith. I explain how we built CX Score to be transparent, statistically validated, and aligned with expert…
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How to Build a Mature AI Customer Service Operation
A practical maturity model for turning customer-service AI from a live pilot into an owned, measurable operation that resolves complex work safely.
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Turn Every Support Ticket into Product Truth: My Playbook for Data-Driven CX Wins
Support tickets are the fastest path to product truth when you turn frontline conversations into structured, reliable data. I connect support tools to a unified analytics…
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AI Customer Service Transformation: An Operating Playbook
A practical playbook for choosing support work to automate, redesigning human roles and handoffs, governing quality, and proving durable business value.
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Governed Agent Analytics: From Support Signals to Adoption
A practical model for linking support performance to product adoption while enforcing clear data, access, experiment, and scale controls.
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How to Design Multi-Agent Fintech Support That Finishes Work
A field guide to dividing agent roles, controlling multi-day fintech cases, enforcing compliance, and measuring verified resolution instead of chat volume.
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2026 Support Capacity Playbook: Bold AI Automation, Smarter Staffing, Zero‑Surprise SLAs
AI is reshaping support capacity planning, and the old linear volume-to-headcount model no longer holds. I center plans on automation rate (AI Agent involvement rate ×…
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