the blog

AI expertise that drives real customer service impact

unpacking AI agent pricing: resolution-based vs. conversation-based models

As businesses get serious about AI customer service, they’re asking: How should we be paying for this? And more importantly: What are we actually paying for?

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Customer Service 19 min read

the ultimate guide to building an AI customer service team

It’s not about adding AI to your team, it’s about building your team around it. Here’s how.

AI & Automation 10 min read

using Claude Code: how AI can transform your approach to technical debt

Teaching AI our testing standards helped us turn risky refactors into routine improvements. Here’s how.

Customer Service 9 min read

the AI org chart: how support teams are evolving

See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.

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inside the black box

Your monthly look at the AI reshaping customer service

How to build a world-class AI customer service team

Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.

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Customer Service 13 min read

the ultimate guide to AI integrations for customer service

Performance doesn’t come from AI alone. It comes from AI integration.

AI & Automation 7 min read

zero retention, zero risk: the case for ephemeral AI

What if your AI didn’t just forget your conversation—what if it never remembered it in the first place?

Customer Service 11 min read

the AI customer service organization of the future: how to build your ACX team now

The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.

AI & Automation 7 min read

how model context protocol (MCP) is unlocking smarter AI agents for customer service

Learn how Model Context Protocol (MCP) helps AI agents use real-time business data to deliver smarter, more accurate customer service.

Customer Service 10 min read

the rise of the AI manager: why every customer service team needs one now

Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.

News & Updates 8 min read

the future just called—ada voice answered

Ada’s Spring Launch introduces smarter voice AI and tools that help your agent improve over time. Discover new capabilities like Coaching, Scorecards, Playbooks, and Recommendations.

Customer Service 7 min read

the complete guide to customer service metrics, and how to make them matter

If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.

Customer Service 9 min read

5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up

Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.

AI & Automation Ambitious Innovators 7 min read

scaling smarter—how AI unlocks seamless omnichannel support

Think scaling AI across every channel sounds impossible? These brands are doing it—with smart strategy, real results, and zero shortcuts.