Conversation memory for a support agent: what to keep and forget
What a support AI should remember across sessions, what it should forget on request, and why unlimited conversation memory is a privacy liability.
Communicate Blog18 min read
ai customer support
95 stories
AI agent fallback design: build the "I do not know" path first
Chatbot fallback design for AI support agents: how to design the escalation path before the happy path, and why the fallback is the actual product.
Communicate Blog17 min read
Support agent prompt engineering: an annotated system prompt
A real customer support system prompt, annotated line by line, with the grounding, citation, and refusal rules that stop confident wrong answers.
Communicate Blog20 min read
Customer effort score: what it measures and why AI moves it both ways
CES predicts repurchase and churn better than CSAT for support interactions. Here is how to measure it, and where AI lowers or raises it.
Communicate Blog17 min read
6 Front Alternatives for AI Customer Support Teams
Compare Front alternatives by shared-inbox fit, cited AI answers, human handoff, and pricing model with a practical keep, layer, or migrate proof sheet.
Owlish Blog11 min read
Self-service rate: the metric your AI agent is quietly breaking
Self-service rate explained: why an AI answer never counts as a doc view, and how to fix the metric before it hides real problems.
Communicate Blog17 min read
Customer support KPIs: the four that decide and the six that decorate
Customer support KPIs ranked by decision weight: four metrics that should change what you do next, and six that mostly decorate a dashboard.
Communicate Blog18 min read
AI Chatbot Prompt Injection: A Support-Team Safety Guide
Use this AI chatbot prompt-injection checklist to scope support sources, separate untrusted input, test refusals, and protect human handoff before launch.
Owlish Blog9 min read
Cost per ticket benchmark: building the denominator correctly
Cost per ticket benchmarks by industry and channel, the full loaded-cost formula, and exactly what AI removes and adds to the number.
Communicate Blog18 min read
How to Build an AI Chatbot for Developer Documentation
Build a cited AI chatbot for developer documentation: scope API docs and changelogs, test versions and refusals, and route private debugging cases to humans.
Owlish Blog9 min read
Support team structure when AI answers tier 1
Support team structure guide: how the tier 1/2/3 pyramid changes when AI holds the first line, and what the new org chart looks like.
Communicate Blog17 min read
AI disclosure in customer support: what the law actually requires
Where AI chatbot disclosure is now a legal requirement, where it is unsettled, and wording that discloses without scaring customers off.
Communicate Blog20 min read
AI support data retention: policies that satisfy legal and keep the agent useful
How to set a chat data retention window that meets storage limitation obligations without deleting the history an AI support agent needs to stay accurate.
Communicate Blog17 min read
PII redaction for customer support: redact before retrieval, not after logging
Where card numbers and personal data actually leak in an AI support stack, and why redaction has to run before content reaches a retrieval index, not after.
Communicate Blog17 min read
AI agent CRM integration: what to read, what never to write, and where sync breaks
The definitive guide to wiring an AI support agent into a CRM: read scope, write restrictions, authentication, and the sync failure modes that cause bad answers.
Communicate Blog17 min read
How to reduce LLM costs in AI customer support without cutting quality
A practical cost model for AI support agents: prompt caching, model routing, and context trimming, with the arithmetic per 10,000 tickets.
Communicate Blog17 min read
Fine-tuning vs RAG for customer support: why retrieval wins almost every time
Fine-tuning vs RAG for support agents: the cost, staleness, and update-frequency arithmetic that makes retrieval the default choice for most teams.
Communicate Blog17 min read
How to reduce a support ticket backlog: a triage-first 30 day playbook
Reduce a support ticket backlog with a triage-first playbook: sort the queue before adding headcount, with a 30 day sequence.
Communicate Blog17 min read
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