AI & Automation

Automating your customer support shouldn’t be a case of bots vs humans. Here’s how you can leverage both to deliver efficient, personalized support at scale.

Self-serve support is key to being able to provide personal support at scale, combining powerful technology and the knowledge and expertise of your team to make it possible to offer what feels like a one-to-one support experience to every customer. Here are some proven ways to leverage it to boost the bottom line for your business.

Building Machine Learning into viable products is a very different process than usual product development. Here are the key lessons we learned when we built Resolution Bot.

We chronicled the initial training process of Resolution Bot to give you an inside look into how support teams can play a pivotal role in product development.

Designing high impact chatbots that satisfy both your customers’ and business’ needs is a delicate balancing act. These five botiquette rules will help you strike the right chord between empathy and productivity.

What is the future of business chatbots? We surveyed 1,000 end users to learn more about chatbot ROI, best use cases, and more.

If your support team is routinely asking the same set of questions at the start of every chat conversation, it’s time to ask if you’re using the right tools to triage support issues.

Thanks to automation technology like chatbots, sales teams can automate away so many of the tasks that used to be manual and repetitive, dramatically changing the nature of their role.