Apr 15 · 10 min read · In January 2026, our customer support team was drowning. We had 1,200 support tickets per month for a SaaS product with 8,000 active users. The average first-response time was 4.2 hours. Our team of four support agents was burned out, and customer sa...
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Apr 14 · 7 min read · Look, I've watched three insurance carriers try to roll out an ai support agent in the last eighteen months. Two of them did it wrong the first time. One nailed it on attempt number two. The difference wasn't the software — it was the setup. Insuranc...
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Apr 12 · 4 min read · You launched your product. Customers are signing up. And now the support emails are piling into a Gmail tab buried behind seventeen others while you're trying to actually ship the next feature. Sound
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Apr 7 · 10 min read · The Shift: From AI Tools to AI Team Members in Healthcare Picture this. It's 2 AM at a regional healthcare portal that serves 40,000 patients. A mother logs in trying to reschedule her son's cardiology follow-up. She can't find the referral documents...
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Mar 31 · 9 min read · Online education platforms have a support problem that most SaaS companies don't. Your students don't just need help during business hours — they're logging in at 11 PM, struggling with a course module at 6 AM, and submitting panicked tickets during ...
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Mar 29 · 7 min read · The Problem Is Not the AI\n\nMost teams building AI support agents hit the same wall. The AI classification works fine in testing. The prompt responses look reasonable. But when they try to connect it to actual email, things fall apart fast. The inbo...
Join discussionMar 29 · 7 min read · The Problem Is Not the AI\n\nMost teams building AI support agents hit the same wall. The AI classification works fine in testing. The prompt responses look reasonable. But when they try to connect it to actual email, things fall apart fast. The inbo...
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