Blog category
AI
4 posts in this category.
Choosing an AI model for customer support: cost, quality and privacy
How to pick an AI provider and model for support conversations, comparing quality, speed, cost and data handling, with Claude, OpenAI, Gemini and OpenRouter as options.
Building a help center your AI agent can learn from
How to write and organise help articles that work for customers reading them and for an AI agent answering from them, plus how to keep knowledge fresh.
Setting up AI replies safely: a checklist for support teams
How to introduce AI drafts and an AI agent to your support inbox without surprises, from knowledge and guardrails to handoff rules, testing and budgets.
When should an AI agent hand over to a human?
Clear rules for AI-to-human handoff in customer support, the signals to watch for, and how to make the switch feel seamless for the customer.