resources

A practical guide to automating customer support: what to automate, what to leave to humans, the maturity levels, and how to avoid over-automating.

The difference between a chatbot and an AI agent, explained as a spectrum: rule-based bots, NLP bots, grounded bots, and action-taking agents. Which one you actually need.

AI customer service is the use of AI across support: conversational agents, ticket automation, routing, and agent assist. What it covers and where humans still fit.

An AI support agent answers customer questions from your real content and can take actions like booking or order lookups. What it is, what it does, and how it differs from a chatbot.