AI customer service
What AI support actually is, what it costs, and how to tell a working setup from a demo.
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Claude Opus 5.5: What's New and What It Means for ChatbotsClaude Opus 5.5 is Anthropic's newest Opus model. See what's new, benchmarks across 42 languages, pricing, and what it changes for customer support chatbots.Read more
Benefits of Chatbots in Customer Service, With DataSearch customer service chatbot benefits and you get the same list everywhere. Twenty four seven availability. Reduced costs. Happier customers. All true, all repeated so often across every competitor page that none of it actually tells you anything useful anymore.Read more
Resolution Rate: The Only Support Metric That MattersAsk ten vendors for their resolution rate and you'll get ten different numbers, and the uncomfortable part is that most of those numbers are answering slightly different questions. Not because anyone's lying exactly, but because resolved is one of the loosest words in this entire industry, and nobody agrees on what it actually means until you force them to define it out loud.Read more
Chatbot to Human Handoff: When Your AI Should Tap OutA shopper messages your WhatsApp number at eleven at night asking why her order shows delivered when the box never showed up. Your AI agent answers fast. It pulls the tracking number, confirms the delivery date, and repeats those same two facts a second time because that is all it has. The shopper is still standing in her hallway with no box. This is the exact moment a chatbot to human handoff is supposed to solve, and it is also the exact moment most support setups…Read more
AI Agent Evaluation: What It Actually Means for Your BusinessEvery AI agent demo works. That is what a demo is for. Someone types a friendly question, the agent answers it cleanly, everyone nods, and the deal moves forward. None of that tells you whether the same agent will handle a real customer, with a real order number and a real complaint, three weeks from now at eleven at night.Read more
Customer Service Chatbot: What It Is and Why It MattersA shopper messages your store at nine at night asking if a jacket runs small. Nobody answers. She closes the tab and buys the same jacket somewhere else. That's the entire case for a customer service chatbot, and somehow almost nobody explains it that plainly.Read moreDeep dives
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