How to build a world-class AI customer service team
Templates and guidance on building a customer service team that uses both AI and human agents to their fullest potential.
Learn MoreCustomer Service
Customer Service | 9 min read
the AI org chart: how support teams are evolving
See how leading support teams are redesigning their org charts to scale automation with structure, clarity, and impact.
Sarah Fox
AI Content Specialist
Customer Service | 11 min read
the AI customer service organization of the future: how to build your ACX team now
The most innovative CX leaders are building ACX teams—dedicated functions with clear roles, goals, and accountability for AI customer service.
Lynn Pine
AI Content Specialist
Customer Service | 10 min read
the rise of the AI manager: why every customer service team needs one now
Meet the AI Manager—the new CX role driving smarter automation, better resolutions, and a radically more efficient support team.
Sarah Fox
AI Content Specialist
Customer Service | 7 min read
the complete guide to customer service metrics, and how to make them matter
If your CX team wants more budget, more influence, and a stronger seat at the table, it’s time to upgrade your metric stack.
Sarah Fox
AI Content Specialist
Customer Service | 9 min read
5 ways to prove your CX team’s value to the C-suite—with the metrics to back it up
Not all metrics speak CEO. Learn how to translate AI performance into influence, buy-in, and budget.
Sarah Fox
AI Content Specialist
Customer Service | 10 min read
CES, NPS, and AHT: underrated customer service metrics and how to master them
If you want to really understand—and improve—the customer experience, you have to look at more than just satisfaction in isolation.
Adam Kruger
AI Product Manager
Customer Service | 11 min read
CSAT solutions: actionable insights to achieve sky-high customer satisfaction
A high CSAT score isn’t the goal—it’s the outcome of a support strategy that actually works for your customers.
Adam Kruger
AI Product Manager
Customer Service | 10 min read
how smarter integrations turn your AI agent into your MVP
Discover how AllTrails and NinjaTrader scaled their AI agents by integrating the systems that matter most.
Megan Myke
Engagement Manager
how AI coaching transforms your AI agent into a customer service powerhouse
Coaching AI isn’t just about tweaking responses or fixing mistakes, it’s about turning data into direction
Adam Day
Senior Product Manager
Customer Service | 22 min read
the ultimate guide to customer service metrics: from FCR to CSAT and beyond
Here are the 10 most critical customer service metrics, and how AI customer service strategies can optimize them.
Adam Kruger
AI Product Manager
AI coaching: the key to smarter customer service automation
Discover the measurable impact AI coaching has on AI customer service.
Maggie Brennand
Senior Product Marketing Manager
crafting a smarter knowledge base: the key to AI customer service software that works
Learn about the four biggest knowledge base challenges that prevent AI from reaching its full potential from industry experts—and how to fix them.
Deanna Duxbury
Senior Manager, Content Marketing