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 archive202613
- 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 - 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 - 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 - 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.