Every customer support industry revolves around this story - where a seasoned customer support agent retires after spending a long time in the industry and their instincts, experiences, and problem-solving techniques are lost with their exit. In short, all the wisdom leaves with them. This is the knowledge gap that…
"The future of enterprise success lies in adopting AI systems that think, act, and evolve—hallmarks of Agentic AI." — Michael Tanaka, CTO, AI Innovations Inc. Nearly three decades ago, in his book The Road Ahead, Bill Gates envisioned a world where intelligent software agents would fundamentally change how we live…
As per a report shared by Hubspot,” 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.” If that’s the case, businesses need to focus on their customer support to achieve customer service excellence. Today’s customer…
"Customer service is not a department, it's everyone's job." Self-service is becoming the norm in the SaaS industry, and it’s easy to say why. It can scale customer onboarding, reduce support costs, and alleviate pressure from service reps. Thus, for B2B Saas companies, a strong self-serve content strategy is about…
Imagine you're leveraging an intelligent search solution to improve self-service support and enhance customer experience. Yet, only 14% of customer issues are fully resolved in self-service. Thinking, why? The reason could be a lack of actionable insights. Leveraging enterprise search solutions is one thing, but knowing what works for customers…
In customer support, data isn’t just a resource—it’s the competitive edge you’re constantly seeking. As customer expectations rise and support interactions become more complex, businesses need more than intuition to deliver high-quality service. That’s where analytics comes into play, enhancing agent performance, predictive support, and better decision-making. 1. Uncover Actionable…
Are you ready to witness the transformation of customer support like never before? The clock is ticking, and Support (re)Focus 2025 in Bengaluru is right around the corner. With only a few days left until the conference, this is your exclusive opportunity to be at the forefront of customer experience…
According to Gartner, Agentic AI is one of the top strategic technology trends in 2025. This means that AI agents are reshaping various industries, especially customer support. From boardrooms to brainstorming sessions, Agentic AI has become a strategic priority for support leaders. They've turned their attention to how AI agents…
As someone who has witnessed the tech evolution firsthand, I can tell you that AI agents are not just the next buzzword; they are the future. Unlike GenAI, which waits for a prompt, AI agents are proactive, setting their own goals, making decisions, and executing tasks with minimal human input.…
Imagine calling customer support and feeling like you’re talking to Sheldon Cooper from The Big Bang Theory—highly intelligent but lacking warmth and emotional nuance. To the point where he says… Now, imagine the opposite: a friendly representative who is empathetic but takes forever to find your solution. Neither extreme makes…
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