Blog

AI agents, RAG, and integrations — notes from production.

How to Calculate ROI on an AI Support Agent for Peak Season

AI support agent ROI in peak season - deflected contacts, response-time value, seasonal hires avoided, and the CSAT check that stops you overcounting.

Build vs Buy: In-House Support Bot vs Custom AI Agent

Build vs buy for a support bot is really three options - a SaaS bot, an in-house build, or a custom agent on your stack. Which one fits which volume and risk.

5 Mistakes That Make AI Support Agents Feel Robotic

The AI support agent mistakes that make customers feel handled by a machine - making them repeat info, silent pauses, dead-ends, filler, and losing context.

Function Calling vs Chatbots: Why It Matters for Support

Function calling vs a chatbot is what separates resolving a support ticket from deflecting it. What the mechanism changes, and where a plain chatbot still fits.

How Confidence-Based Escalation Works in AI Support Agents

Confidence-based escalation is how an AI support agent avoids hurting CSAT - which signals feed the escalate decision, how to combine them, and how to tune it.

What Is an AI Support Agent, Really? (Not a Chatbot)

An AI support agent doesn't just chat - it calls your order and returns APIs to resolve tickets end to end, and escalates the uncertain ones to a human.

Compliance Checklist for AI-Assisted Decline Decisions

A practical compliance checklist for AI decline decisions: provenance, adverse-action notices, human oversight, fairness testing, model risk, and the LLM layer.

How Much Does a Voice AI Assistant for a Call Center Cost?

Voice AI call center cost splits into a build number and a per-minute run number. The drivers on each side, and how to estimate yours before you commit.

How to Measure ROI on an AI Fraud Scoring Upgrade

Fraud scoring ROI is measurable if you baseline the right things first: losses avoided, false positives recovered, review cost, and the run cost people forget.

Voice AI for Loan Applications: What It Can and Can't Handle

Voice AI for loan applications handles status, intake, and qualification well - and should hand off decisions, distress, and edge cases. Where the line sits.