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…
Enterprises are constantly generating high-value content. If accessible to users at the right time, this data can potentially drive broad-scale business outcomes. Instead, it ends up scattered in multiple silos. According to McKinsey & Co., enterprise employees spend around nine hours a week searching for internal data. Even with this…
"Human … Please die." This shocking response by Google's Gemini to a student has taken the digital world by storm. It terrified the user and shook their experience to the core. Now, imagine a customer using an organization's AI chatbot for customer service, and the chatbot shares such a controversial…
Today, where customer service is a key differentiator, failing to evolve can lead to missed opportunities and declining customer satisfaction. Businesses that rely on traditional support methods are finding themselves struggling to keep up with the growing volume of inquiries and increasing customer demands. Large Language Models (LLMs) offer a…
Knowledge management is the backbone of efficiency and trust in the customer support industry. A robust knowledge base (KB) not only empowers agents to resolve issues swiftly but also ensures customers receive accurate, reliable information. However, maintaining the health of a knowledge base is easier said than done. Over time,…
According to a Gartner report, “Conversational AI will reduce contact center agent labor costs by $80 billion by 2026.” This highlights how conversational AI is no longer just a trend—it’s a game-changing reality. Businesses are leveraging it to cut costs while delivering smarter, faster, and more personalized customer support. It’s…
In customer support, how you say something often matters as much as what you say. While empathy and tone set the stage, it’s the structure and clarity of your responses that drive resolution and satisfaction. This chapter dives deep into the strategies of expanding, summarizing, and rephrasing responses to craft…
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