AI in customer service means chatbots, suggested replies and automation, and the question of when each of them is right. The articles here cover grounded answers instead of guesses, why reviewed drafts beat full automation at the start, and what to ask a vendor before you let an AI read your tickets.
A factual comparison of Supportifier and Zendesk: knowledge base, AI answers, pricing model, data storage and onboarding. How a small customer service team chooses.
Martin CarlssonHow to calculate AI in customer service: cost per ticket, where the saving is, which costs get forgotten and what to promise management. With a worked example.
Rickard CollanderThe difference between a chatbot that answers from your knowledge base and one that guesses, what hallucinations cost in customer service and what to ask the vendor.
Rickard CollanderWhy reviewed AI drafts beat full automation at the start: trust, a knowledge base that gets trained, and the measures that show when a flow is ready to be released.
Rickard Collander