Playbooks, engineering notes and operating advice for teams putting AI in front of their customers.
Most support volume is a handful of questions asked over and over. Here is how to find those clusters in your own ticket history and decide which ones an AI agent should own.
Read articleDecision-tree bots frustrate customers; ungrounded LLMs invent policies. Retrieval-augmented generation with visible sources is the practical middle ground — here is why.
Read articleDeflection rate, resolution rate, CSAT on automated replies, and knowledge coverage. What each one actually tells you — and the ways each can mislead.
Read articleWe publish roughly twice a month on support automation, retrieval systems and customer experience operations.
Connect your help docs and see which of your repetitive tickets SupportIQ can close on its own.
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