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
- How-to
The EU AI Act chatbot deadline is an operating change, not a footer update
From 2 August 2026, people in the EU must be informed when they interact with covered AI systems. Here is the customer-support implementation plan: inventory, disclosure, choice, handoff, evidence, testing, and ownership.
Jul 14, 20269 min - How-to
How to run an AI support pilot without lying to yourself
Most AI pilots are designed to succeed. Here's how to design one that tells you the truth instead — control groups, honest metrics, and the traps that flatter every result.
Jul 8, 20264 min - How-to
The AI Support Vendor Scorecard
Twelve questions to ask any AI support vendor before you sign — and the answer to each that should make you walk.
Jul 2, 20263 min - How-to
Running QA when AI writes half the replies
Your quality program was built to check human work. When AI drafts a growing share of the replies, the old sampling model breaks. Here's how to rebuild it.