Training
What to feed your chatbot first (and what to leave out)
Not all docs are equal. A short guide to picking sources that produce accurate answers.
Jul 1, 2026 · 1 min read
Analytics
Deflection rate is lying to you — here’s what to measure instead
A high deflection number can hide unhappy customers. Three metrics that tell the truth.
Jun 23, 2026 · 1 min read
Support
The human handoff: when your AI should say “let me get someone”
Great AI support knows its limits. Designing escalation rules customers actually like.
Jun 16, 2026 · 1 min read
Engineering
One script tag, zero regressions: how the embed widget stays out of your way
Under the hood of a widget that loads async, ships 12 KB, and never blocks your page.
Jun 8, 2026 · 1 min read
Docs
Your knowledge gaps report is a product roadmap in disguise
Unanswered questions show exactly where your docs — and your product — fall short.
May 27, 2026 · 1 min read
Customers
How a 4-person team keeps CSAT at 4.8 with 2,000 tickets a month
A customer story about letting the assistant take the night shift — and the weekends.
May 14, 2026 · 1 min read
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