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Get practical tips compiled from fellow Customer Support practitioners. Use cases on adopting AI to improving agent efficiency and customer experience.

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January 31, 2025

What is DeepSeek R1 and Why is Everyone Talking About It?

DeepSeek R1 is a powerful generative AI model transforming AI-powered customer support with advanced NLP capabilities and improved reasoning. Businesses are adopting it for AI customer service chatbots, IT support, and enhancing customer experience. Learn why DeepSeek R1 is trending and how it can optimize AI-driven customer service solutions.

Customer Support

January 28, 2025

What is a Chatbot

Chatbots in customer support use AI-powered technologies like NLP and machine learning to automate responses, enhance personalization, and provide 24/7 assistance. They improve efficiency by handling FAQs, troubleshooting issues, and integrating across multiple platforms. As AI evolves, chatbots will offer deeper contextual understanding, emotional intelligence, and improved security for customer interactions.

Customer Support

January 20, 2025

Customer Service Automation, what is it

Customer service automation uses AI, chatbots, and self-service tools to streamline support, reduce costs, and enhance customer experience. It enables faster response times, 24/7 availability, and improved accuracy while handling large volumes of inquiries efficiently. As AI evolves, businesses will see deeper automation, hyper-personalization, and omnichannel support integration.

Customer Support

January 19, 2025

NLU / NLP Whats with the jargons in Customer Support AI

NLP and NLU are key AI technologies that enhance customer support by enabling chatbots, sentiment analysis, and automated ticket routing. NLP processes human language, while NLU interprets intent and context, improving AI-driven interactions. These advancements help businesses provide faster, more personalized, and efficient customer service.

Customer Support

January 18, 2025

Chat Bots vs Conversational AI whats the difference

Chatbots use predefined scripts to handle simple, rule-based interactions, while conversational AI leverages NLP and machine learning to understand context and provide dynamic, human-like responses. Chatbots are best for FAQs and transactional tasks, whereas conversational AI offers personalized, scalable customer support. Businesses should choose based on their needs, with conversational AI being the superior choice for complex interactions.

Customer Support

January 2, 2025

Triaging Customer Support Tickets with AI

AI-powered ticket triage automates categorization, prioritization, and routing of support tickets, reducing response times and improving efficiency. By leveraging machine learning and sentiment analysis, AI ensures tickets reach the right agent while handling common queries automatically. Businesses that implement AI-driven triage benefit from faster resolutions, lower costs, and enhanced customer satisfaction.

Customer Support

December 26, 2024

Chatbots in the Last Five Years?

Chatbots have evolved from simple rule-based systems to AI-powered conversational agents with advanced natural language understanding and personalization. They now integrate seamlessly with business applications, offer multimodal interactions, and enhance customer service efficiency. Future advancements will focus on emotional intelligence, stronger security, and more human-like conversations.

Customer Support

December 19, 2024

What to Avoid When Writing Knowledge Base Articles for a Product

Avoid common mistakes in knowledge base articles, such as using jargon without explanation, lacking clear step-by-step instructions, and failing to update outdated content. Ensure readability with scannable formatting, SEO optimization, and troubleshooting sections. Regular updates and user feedback help maintain an effective and user-friendly knowledge base.

Customer Support

December 2, 2024

How to Write Good Knowledge Base Articles for a SaaS Product

A well-structured knowledge base helps SaaS users find answers quickly, reducing support tickets and improving customer experience. Effective articles should be clear, concise, scannable, and SEO-optimized, with a consistent format and actionable content. Regular updates and user feedback ensure the knowledge base stays relevant and useful over time.

Customer Support

November 19, 2024

How AI is Accelerating Customer Support Automation

AI is transforming customer support by automating responses, reducing costs, and enhancing customer satisfaction. Key technologies like AI chatbots, machine learning, and sentiment analysis enable faster, more personalized service. The future of AI in support includes hyper-personalization, self-service automation, and omnichannel integration.

Customer Support

October 25, 2024

A Glossary of the Top 20 Benefits Cited by Support Teams Using AI for Customer Support

AI is revolutionizing customer support, enhancing efficiency, improving customer satisfaction, and reducing operational costs. Businesses leveraging AI-powered customer service solutions experience significant gains in ticket deflection, response times, and overall service quality.This glossary highlights the top 20 benefits of AI in customer service, with real-world examples of how companies are achieving success with AI-powered solutions.

October 2, 2024

How Are AI Agents Different from AI Q&A?

This article covers the difference between AI Agents and QnA systems. AI Q&A systems provide quick responses to queries, while AI agents autonomously execute tasks and integrate into workflows. Businesses can leverage AI-powered customer service solutions to enhance efficiency, reduce ticket deflection, and improve customer experience. Understanding the difference between AI Q&A and AI agents helps in choosing the right technology for automation and support.

Customer Support

September 20, 2024

Understanding The Risks of Putting AI in Customer Support

AI-powered customer support enhances efficiency but poses risks like security breaches, customer dissatisfaction, and compliance challenges. Businesses must balance automation with human support to maintain trust and service quality. Learn more about AI risks and best practices.

Customer Support

September 3, 2024

Does Lack of Documentation Prevent AI Adoption in Customer Support?

AI in customer support enhances efficiency but faces challenges without proper documentation. However, AI-powered tools can extract knowledge from unstructured data, automate responses, and improve over time. Businesses can bridge documentation gaps using **AI chatbots, agent assist AI, and AI-powered helpdesks** to optimize customer experience.

Customer Support

August 23, 2024

Glossary of the Top 20 Metrics Used in Customer Support

In today’s fast-paced business environment, customer support metrics play a crucial role in assessing efficiency, improving customer satisfaction, and optimizing resources. Companies leveraging AI customer service solutions and AI-powered customer support tools are increasingly using data-driven strategies to enhance customer experience (CX).

Customer Support

My Manager Has Tasked Me to Evaluate AI for Support—What Do I Do?

Evaluating AI for customer support? This guide covers defining business goals, selecting the right AI tools, and measuring success. Learn how AI chatbots, agent assist AI, and automation can enhance customer service efficiency and ROI.

Customer Support

How Can I Build a Reliable AI for Customer Support

Learn how to build a reliable AI for customer support with best practices on AI technology, data training, and system integration. Discover key metrics like CSAT, ticket deflection, and ROI CX solutions to measure success. Stay ahead with generative AI customer experience and top AI-powered solutions from Google, Amazon, and Microsoft.

Customer Support

How Klarna is Revolutionizing Customer Support with AI

Klarna's AI-powered customer service assistant has transformed customer support by handling two-thirds of all chats, reducing resolution time from 11 minutes to under 2 minutes, and achieving a self-resolution rate of 75%. By leveraging AI chatbots, agent assist AI, and generative AI, Klarna has significantly improved ticket deflection and operational efficiency. As AI adoption in customer support grows, Klarna sets a new benchmark for AI-powered customer experience.

The Top Customer Support KPIs Every Leader Should Track

Support 101 metrics, operational and voice of customer KPIs. See different levels of tracking your tickets, agent efficiency, and customer service costs. AI's influence on support KPIs.

Customer Support

Approaching AI for specialized Technical Support vs. generic Customer Service

AI first way of looking at Technical Support vs. generic use cases of Customer Support

Workflow Automation

A Stepwise Guide to enabling Zendesk Advanced AI

How to set up Zendesk's Advanced AI abilities for your customer channels. Example use case from a support team and practical tips from the field.

Customer Support

Practical use cases of generative AI in Customer Service

Exploring the Practical Use Cases of Generative AI in Customer Service

Customer Support

Voice of Customer Support - Ethan Walfish

Voice of Customer Support - Ethan Walfish

Customer Support

Voice of Customer Support - Alex Litoff

Voice of Customer Support - Alex Litoff