Blog
Notes on support, AI, and writing for help centers
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AI Tools
AI Chatbots vs. Live Agents: When to Use Each (And How to Combine Them)
The question "should we use a chatbot or live agents?" has become the wrong question. The more useful question is: which types of conversations should be handle…
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AI Tools
How AI Draft Replies Save Support Teams Hours Every Day
One of the highest-friction tasks in customer support is composing replies to tickets. An agent reads a new ticket, recalls the relevant information from their…
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AI Tools
How AI Is Transforming Customer Support in 2026 (And What It Means for Your Team)
Artificial intelligence in customer support is no longer a future trend. In 2026, AI tools are actively used by support teams across industries — not as science…
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AI Tools
Using AI to Auto-Categorize and Prioritize Support Tickets
Every support ticket that arrives needs to be understood before it can be worked on: What is the issue about? How urgent is it? Who should handle it? In a team…
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AI Tools
What Is an AI-Powered Help Desk and Why Does Your Business Need One?
The term "AI-powered help desk" gets applied to a wide range of products — from simple chatbot widgets to sophisticated platforms that use AI at every stage of…
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