TL;DR: Intercom is powerful, but its resolution-based AI pricing introduces unpredictable costs that scale faster than team size. For enterprises with complex in-app workflows, the tradeoff may be…
2024 and 2025 were an interesting period in customer service. Buoyed by enterprise expectations of AI, executives invested in AI en masse. A lot of those pilots failed,…
We’ve talked at length about how customer support is changing in 2026. Teams aren’t just “answering tickets” anymore; they’re designing end-to-end resolution systems where AI handles L1 and…
TL;DR: ChatGPT Agent Mode is a permission-based, task-doing mode that lets ChatGPT operate a browser and workspace to complete multi-step work—research, form-fills, code runs, and file creation. It…
A few years back McKinsey published a Customer Experience study that found that close to a quarter of all customers leave an organization after a bad experience. A…
Customer service in 2026 looks nothing like it did 10 years ago. Today, customers want instant answers and personalized attention. As a customer service manager, you’re expected to…
Traditionally, businesses have followed a reactive approach, responding to issues only after they occur. Customer service has often been about solving problems rather than preventing them. But today’s…
AI-powered customer experience is changing the narrative of customer service as a cost center. Recent case studies show that incorporating AI agents into customer service can improve your…
Earlier this year, Zomato, a leading Indian food delivery company laid off 600 of its customer support staff, within just a year of hiring them. Unfortunately, they are…
In 2024, McKinsey estimated that generative AI will become a part of 50% of the existing customer operations infrastructure, resulting in over $400 billion in increased revenue. As…