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.
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The latest news and expert advice on AI, automation, and customer service
how to master AI customer service across all channels
What is the omnichannel customer service dilemma, and how can we solve it? Chief Product & Technology Officer, Mike Gozzo, has some ideas.
Mike Gozzo
Chief Product & Technology Officer
AI & Automation | 10 min read
preventing hallucinations in AI: best practices for customer service AI agents
Hallucinations in AI occur when an AI model generates information that is inaccurate or misleading but presents it as if it were true. For businesses relying on AI customer service, false or misleading information can erode customer trust and lead to operational inefficiencies.
Yochai Konig
Vice President, Machine Learning & AI
Customer Service | 8 min read
why email is still the unsung hero of customer service
The businesses that embrace AI email support now will be the ones setting the standard for the future of customer experiences.
Cristina Staicu
Senior Product Manager
AI & Automation | 8 min read
grounding and hallucinations in AI: taming the wild imagination of artificial intelligence
There’s no magic solution to eliminating hallucinations, but there are ways to circumvent them. Here's everything you need to know about grounding and AI hallucinations.
Gordon Gibson
Director, Applied Machine Learning
AI & Automation | 9 min read
AI hallucination examples: when artificial intelligence gets it wrong
Explore real-world examples of AI hallucinations, why they occur, and what's being done to address this challenge.
Yochai Konig
Vice President, Machine Learning & AI
AI & Automation | 20 min read
the ultimate guide to understanding and mitigating generative AI hallucinations
Why does AI hallucinate? Here's some clear and effective ways to prevent, detect, and correct AI hallucinations.
Gordon Gibson
Director, Applied Machine Learning
Customer Service | 9 min read
scaling customer service without increasing costs: the AI email advantage
Learn how you can scale support operations with AI email customer service — without the traditional constraints of human resources and rising costs.
Faria Islam
AI Product Marketing Manager
AI & Automation | 10 min read
demystifying AI hallucinations: a comprehensive guide
AI hallucinations aren’t an insurmountable obstacle, but rather an opportunity to continuously refine and enhance our AI systems.
Yochai Konig
Vice President, Machine Learning & AI
letting go of control in the era of AI agents
Despite the undeniable impact of AI, only 24% of customer service professionals currently using it. Here's why.
Mike Murchison
CEO, Ada
how to automate email for customer service
Ready to automate your customer service emails? Here are some things to consider.
Faria Islam
AI Product Marketing Manager
Customer Service | 14 min read
revolutionize your customer service: 5 must-have email automation tools
Five email automation tools that can deliver personalized automated experiences, help you hit your CSAT goals, and cut costs.
Faria Islam
AI Product Marketing Manager
Customer Service | 21 min read
the ultimate guide to automate email responses for customer service
Automate email responses to supercharge your customer service and give agents time to work on strategic tasks.
Faria Islam
AI Product Marketing Manager