Field notes on agentic support
Product updates, playbooks, and lessons from teams running AI on the front line of every conversation.
Latest posts
AI-to-human handoff: design it so nobody repeats themselves
AI resolves 66–72% of conversations in our deployments — handoff governs the rest. What triggers it, what context travels, and what happens after.
Your help center was written for humans. Rewrite it for AI
The gap between a 40% and a 66% AI resolution rate is usually your help center, not the model. How to rewrite your content so an agent can retrieve and act on it.
5 things AI customer support still can't do
Even the best AI resolves 66–72% of chats — so ~3 in 10 still reach a human. Five things AI support can't do, and why honest limits beat inflated vendor claims.
Why your AI chatbot can't answer — and how to fix it
The AI that resolves 66–72% of conversations isn't smarter than your bot — it's better informed. Most "dumb bot" failures are knowledge gaps, and they're fixable.
AI customer service for small business: what AI handles, what you keep
An AI agent resolves 66–72% of a small store's conversations — orders, sizes, returns — so a team of 1–5 covers the rest. What works, and how to start.
AI customer service for WooCommerce: what actually works
WooCommerce is self-hosted, so the win isn't the platform — it's connecting AI to your live orders and catalog. What an agent reads, writes, and resolves.