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AI

Humans in the Loop: How Humans and AI are Shaping the Future of Customer Support Together

Author: Nykki Yeager is a customer-centric consultant who writes about customer support, customer success, and management. Artificial intelligence has captured our imaginations for years, at least as early as 1872. But AI isn’t just in our stories anymore. Now, it’s... Continue Reading →

Putting Out Fires Before They Spread: Using AI To Improve Incident Response

It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the issue and finds they can replicate it. Lo and behold – another ticket... Continue Reading →

The Fallacy of “Listen to Your Customer”

96% of companies think it’s important to make their customers happy. That’s probably not a surprise to you —happy customers mean less churn, more referrals and higher growth rates. There’s no debate about the importance of making customers happy. But... Continue Reading →

AI for Customer Support: The Idiomatic View

Artificial intelligence technology is about to change customer support, to the great benefit of customers and the companies that serve them. This imminent evolution presents a major opportunity for customer support teams that are able to effectively leverage AI to... Continue Reading →

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