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Ideas on AI customer support
Practical guides on building support agents your customers and your team trust.
Product
Why grounded answers beat clever ones in customer support
A support bot that sounds confident but invents policy is worse than no bot at all. Here's how grounding and citations change the equation.
June 2026 · 5 min read
GuidesHow to measure (and improve) your deflection rate
Deflection rate is the single number that tells you whether your AI agent is paying for itself. Here's how to track it honestly.
June 2026 · 6 min read
ProductWhen should an AI support chatbot hand off to a human?
When an AI chatbot cannot answer, pass the conversation to your team. Learn what triggers a handoff, what context to keep and how to test it.
Updated 22 October 2026 · 4 min read