Blog
Notes on AI-powered support
Strategy, implementation and best practices to scale your customer support without losing the human touch.
Data isolation in multi-client platforms: what to ask before choosing a provider
What it really means for every company to see only its own data on a shared platform, and why that matters as much as functionality.
The most common mistake when launching an AI support assistant
Launching it without a curated knowledge base, letting it "fill in" information gaps instead of escalating, and how to avoid it from day one.
CSAT: how to measure satisfaction without being invasive
Short surveys, the right moment to ask, and what to do with the results once you have them.
Self-service help center: why it reduces your ticket volume
The value of letting the customer find the answer on their own, before writing in, and how to design a help center people actually use.
When to automate and when to escalate to a human
The balance between AI self-service and escalating to a real agent, and why explicit escalation — not improvisation — is the key.
Support SLAs: what to measure and how to improve your response times
First response vs. resolution time, why it matters to measure them by priority and channel, and how to actually use those numbers to improve.
Truly multi-channel: unifying WhatsApp, Instagram, Facebook and Email in one place
The hidden cost of having a different person handle each channel with no shared visibility — and what "omnichannel" really means.
How to build a knowledge base your assistant actually uses well
Short, specific articles, tags, categories, and the difference between public and internal content — the decisions that determine whether your AI answers well or not.
Why your AI assistant needs a "second opinion" before responding
The concept of a fidelity check (critic pass): an assistant that audits its own answers against the real knowledge base before sending them, so it doesn't make things up.
How to choose the right support channel for your business
WhatsApp vs. email vs. social media vs. web widget: when each one makes sense depending on your type of business.