Agentic AI, AI Agents, Symbiotic AI, Human-in-the-loop Mechanisms - are all such complex yet futuristic terminologies. Let’s be honest - they can leave your head spinning 1000x times faster than one rotation of earth on its own axis. But are they driving real impact for your business today? Maybe. Maybe…
Barry Schwartz, in his book, “The Paradox of Choice: Why More is Less” said, “Learning to choose is hard. Learning to choose well is harder. And learning to choose well in a world of unlimited possibilities is harder still, perhaps too hard.” For decision-makers and decision-influencers like yourselves, choosing the…
Imagine walking into a room with over 200 customer support leaders, all driven by a shared mission—redefining service excellence in the age of AI. That was the energy at Support (re)focus 2025, as top industry minds gathered to exchange groundbreaking insights on Customer Support & Service Excellence. From AI-driven efficiency…
Here’s what a day everything went wrong in customer support as a support manager looks like… You log back into the office on a Monday morning, only to see… The backlog has tripled over the weekend. Your best agents are swamped - already thinking about quitting with frustration and exhaustion.…
Build or buy enterprise AI search? Many companies seek clarity on this question when they decide to leverage a search solution. Their goal is to deliver relevant information to their users and enhance the self-service experience. Yes, this dilemma is real. A misstep in choosing the right search solution can…
Every customer support industry revolves around this story - where a seasoned customer support agent retires after spending a long time in the industry and their instincts, experiences, and problem-solving techniques are lost with their exit. In short, all the wisdom leaves with them. This is the knowledge gap that…
"The future of enterprise success lies in adopting AI systems that think, act, and evolve—hallmarks of Agentic AI." — Michael Tanaka, CTO, AI Innovations Inc. Nearly three decades ago, in his book The Road Ahead, Bill Gates envisioned a world where intelligent software agents would fundamentally change how we live…
As per a report shared by Hubspot,” 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.” If that’s the case, businesses need to focus on their customer support to achieve customer service excellence. Today’s customer…
"Customer service is not a department, it's everyone's job." Self-service is becoming the norm in the SaaS industry, and it’s easy to say why. It can scale customer onboarding, reduce support costs, and alleviate pressure from service reps. Thus, for B2B Saas companies, a strong self-serve content strategy is about…
Imagine you're leveraging an intelligent search solution to improve self-service support and enhance customer experience. Yet, only 14% of customer issues are fully resolved in self-service. Thinking, why? The reason could be a lack of actionable insights. Leveraging enterprise search solutions is one thing, but knowing what works for customers…
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