Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
44dispatches in the archive20264
- Analysis
The human-control map for support automation
A governance model for deciding where people approve, monitor, interrupt, explain, and recover automated customer-support work.
Jul 17, 20263 min - Analysis
Agent assist vs. autonomous: choosing the seam
Assist lifts every agent; autonomy only pays in one narrow lane. The line between them isn't a volume decision — it's a risk decision. Here's where to draw it.
Jul 8, 20264 min - Analysis
The org chart after AI: which support roles actually change
AI doesn't empty the support org — it recomposes it. Which roles shrink, which grow, which new ones appear, and the rung that quietly breaks.
Jun 25, 20264 min - Analysis
The Support-AI Maturity Model
A five-stage map of how AI actually lands in a support operation — the symptoms of each stage, the one metric that tells you where you are, and the failure mode that keeps teams stuck.
Jun 18, 20264 min