Field notes from running customer support AI in production
Eight things that broke in front of real customers, and what each one taught us about building support AI that actually ships.
Jun 29, 202616 min read36
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Articles tagged with #onepilot
Why AI-native CX is widening the gap between mid-market and enterprise
For the last two years, the public conversation about AI in customer support has been about vendor capability. Could the model actually do the work? Could it issue the refund, not just draft the reply
May 20, 20268 min read
From hours to outcomes: rebuilding customer support for the AI era
The Uncomfortable Secret of Every BPO in the World Every Business Process Outsourcer (BPO) has a dirty secret, and it is one that nobody wants to voice out loud during a Quarterly Business Review: the
Apr 28, 202615 min read75