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.
83dispatches in the archive20263
- Dispatch
Intercom Fin and the Resolution Number
Fin launched in 2023 with a genuinely new idea: pay 99 cents only when the bot resolves a conversation. Three years on the price is unchanged, but the number keeps rising. A lookback, using Intercom's own figures, at what "resolution" has actually counted.
Oct 2, 20263 min - Dispatch
The 2024 deflection wave, revisited
In 2024, "deflection" and "containment" took over every support vendor's homepage. Here's what the resolution data — and the walk-backs — have shown since.
Jul 8, 20263 min - Dispatch
Klarna's AI did the work of 700 agents. Two years on, what held up.
In February 2024, Klarna said its OpenAI assistant did the work of 700 agents. A lookback at which claims held up, which got quietly amended after customer complaints, and what the reversal teaches any team planning an AI rollout.
Jul 6, 20263 min