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 archive202621
- Analysis
The AI support stack, decoded for non-engineers
LLMs, RAG, agents, guardrails: the four-layer stack behind every AI support pitch, in plain language — plus the one question that reveals which layer you're actually buying.
Oct 22, 20264 min - How-to
The escalation handoff: where AI-to-human breaks
AI now absorbs the routine, so the tickets that reach a human are the hard ones — and the moment of transfer is where context dies and customers start over.
Oct 20, 20264 min - Data
What frontline reps actually think about AI tools
Frontline reps aren't split cleanly for or against AI. The survey evidence shows enthusiasm, fear, and a hard-earned skepticism the tools have to re-earn every shift.
Oct 15, 20264 min - 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.