What should your AI do when it doesn’t have the answer?
As a founder, I’ve learned this the hard way. We expect AI in customer support to always know the answer. Faster replies. Fewer tickets. Lower costs. Reality is different. No AI knows everything. And pretending it does is how support breaks trust. The real question isn’t “How do we make AI answer more?” It’s “What happens when AI doesn’t know?” That’s where escalation workflows matter. A good...
At what point does AI in customer support become a necessity rather than a nice-to-have?
For most teams, it stops being optional the moment support volume grows faster than the team can scale. When repetitive questions start taking up the majority of agent time, response times slip, costs rise, and hiring becomes a constant reaction instead of a plan. That’s usually the tipping point. AI becomes a necessity when customers expect instant answers across channels, when agents spend...
Will AI agents replace support teams by 2026 or simply become their infrastructure?
I don’t think AI agents will replace support teams by 2026. What we’re seeing across every company we work with is something different. AI becomes the foundation that handles volume, speed, and routine accuracy, while human teams shift into roles that require context, judgment, and empathy. Most support leaders tell us the same thing: once AI removes the repetitive load, teams finally have the...
How are startups approaching AI onboarding without overwhelming support teams?
I’ve been talking with a lot of founders and support leaders lately, and something interesting keeps coming up. Many teams want to introduce AI into customer support, but the onboarding and setup process often becomes the biggest hurdle. Not because the tech isn’t good enough, but because teams worry about training, accuracy, and maintaining a smooth customer experience during the transition....
What’s the biggest blocker to adopting AI in customer support?
The year is almost done, and I have started to be curious about what could be stopping companies from adopting AI for their customer support services?? From my experience, I can tell - fear, fear of losing control. Support leaders worry that AI will say the wrong thing, sound off-brand, frustrate customers, or create more cleanup work for the team. Until they see that an AI agent can learn from...
Would you pay more for a product with great support?
Most people think users choose products based on features or price. In reality, support decides who stays. A cheaper tool becomes expensive fast when every issue turns into a ticket nightmare. Meanwhile, teams keep paying more for products that solve problems and support them when it matters. Support is not a cost. It is part of the product experience. Fast replies build trust. Clear answers...
