May 5 · 8 min read · Where Online Education Platforms Actually Stand With AI Agents I've spent the last 18 months helping two online education platforms roll out AI support agents — one a coding bootcamp with 40,000 active learners, the other a K-12 tutoring marketplace....
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Apr 28 · 8 min read · Telecom support has always been the punching bag of customer service. Long hold times. Tier 1 reps reading scripts. Customers who already googled the fix before calling. The whole industry knew it was broken — but rebuilding a 5,000-seat contact cent...
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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 25 · 3 min read · At a glance: Customer support MCP servers give AI assistants direct access to ticket management, conversation handling, and support workflows. Only three platforms have official MCP servers — Intercom, Plain, and Pylon. Zendesk, the market leader, ha...
Join discussionJan 26 · 5 min read · In today’s fast-paced ecommerce industry help desk, timely and efficient customer support is no longer optional—it is essential. Many New Zealand brands are now leveraging ecommerce help desk outsourced services to streamline operations, reduce ticke...
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