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Field notes · 01Independent analysis for support operators

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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.

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Data
What "AI resolved 70% of tickets" actually means
A field guide to reading an AI resolution-rate claim — the denominator tricks, the definition games, and the arithmetic vendors hope you skip.
Jun 4, 20263 min

Independent research and practical tools for the people who operate, lead, and improve customer support.

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