A chatbot is software that holds a conversation in natural language. Here's what "chatbot" really means, the four types, and why the term now misleads buyers.
Deflection rate is the % of support contacts handled before they reach a human. Here's the formula, what counts, real benchmarks, and why it isn't resolution.
Time to first response (TTFR) is how long a customer waits for a first reply. Here's how to measure it, what good looks like, and why AI is breaking it.
An AI chatbot is software that holds a natural-language conversation, using AI to understand and answer. Here's how it works, the types, and chatbot vs agent.
Containment rate is the % of tickets an AI closes without a human, even if the customer gave up. Here's the formula, benchmarks, and what to track instead.
Ticket auto-tagging is when AI reads each support ticket and applies the tags automatically. How it works, what good looks like, and what it costs.
Multi-brand customer support means handling several brands from one support setup, each with its own voice, knowledge and routing. Here's how it works with AI.
Usage-based pricing charges for what you actually use, not seats or outcomes. Here's how it works, the common models, and how AI vendors bill per ticket.
Per-conversation pricing charges a flat fee each time a customer opens a chat with your AI, no matter the message count or outcome. Here's how it works.
An AI copilot helps a support agent reply faster by drafting answers and looking up customer data, while the human stays in control of the send.
Everyone asks "what's a good AI resolution rate?" and gets a hand-waved number. We pulled real data from 195 deployments across 55+ vendors. Here's the truth.
Autonomous resolution is a support ticket an AI handles end-to-end, no human, where the issue is actually solved. Here's what counts, and what doesn't.
No spam. Unsubscribe at any time.
