Customer Support Automation
Cyber Resilience Act: Customers’ Security Update Questions
Cyber Resilience Act customer questions boil down to five things: how long a product gets updates, how to install them, where the…
Chatbot vs Live Chat: Which One a Small Team Can Staff
Chatbot vs live chat? For a small team with no evening or weekend shifts, the answer is fairly simple. Put a bot…
Handing a Conversation From Bot to Human Without Losing Context
The most common complaint about automated support has nothing to do with whether the bot understood the question. It is the moment…
How to Measure Chatbot Containment Rate and Why It Matters
Most support teams meet the phrase “containment rate” the week someone asks whether the chatbot is actually doing anything. Sounds like a…
Car Rental Chatbot: Renters’ Questions in the Peak Holiday Weeks
August again. And the same questions about documents, deposits, insurance and cancellation land in the inbox, over and over. A car rental…
Chatbot Guardrails: Keeping an AI Bot Inside Its Scope
Chatbot guardrails are the rules, content limits and tests that keep a support bot answering only what it should and politely declining…
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