AI Best Practices, Insights and Research | Customer Service AI

Do SMBs and startups need AI for Customer Support?

Yes. Here’s why companies – regardless of size – can’t afford to de-prioritize the customer experience. For the first time ever, brand love is not reserved for the companies that have category dominance, the deepest pockets or the widest distribution […]

How to write copy for your conversational AI

Best practices for creating a meaningful and engaging automated customer service experience Advertising copy packs a punch. Online self-help wikis and FAQs offer factual explanations. Conversational AI copy is somewhere in between. Creating copy for a customer service AI is […]

With AI in customer service, the biggest payback could be time

When it comes to customer service, William Penn eloquently nails it. “Time is what we want most, but what we use worst.” Time is a commodity that we all need more of. Something that we all hate to waste – […]

How do you maintain brand safety with conversational AI?

To some, AI seems like the wild, wild west with risk lurking behind every swinging door…It doesn’t have to be. We’ve seen the headlines. “AI goes rogue!” “AI causes PR nightmare.” “Bot is racist / offensive / rude.” A few […]

Infographic: The AI Powered Customer Service Organization

How AI works within a customer support function is multi-dimensional. Sometimes, AI Agents automate responses immediately, while other times AI Agents gather information from various systems or the customer before looping in a human agent. We wanted to take a […]

What data do you need to jumpstart conversational AI training?

Behind every good AI is a lot of data. The more data that’s available, the more training it will have and the better it will perform. There’s a clear correlation between the amount of data that is used to bootstrap […]