Proprietary AI Model: A $40 Million Warning
Thomson Reuters spent $40 million to build its own AI model. The lesson for operators is not to copy the investment. It is to understand the conditions that made ownership rational.
Read more →Enterprise AI Transformation Starts With Boring Work
Verizon’s AI now handles most inbound consumer calls and chats. The real lesson is the multi-year data consolidation that came first.
Read more →Local AI Hardware Is Not a Privacy Strategy
A $16,000 local AI cluster can keep data private. That still does not make it a sound business decision. Start with the workload, not the hardware.
Read more →Uber Just Paid €825 Million for Automated Decisions Nobody Explained
The second largest GDPR fine in history was not about a data breach. It punished automated decisions nobody explained. Operators everywhere should take notes.
Read more →AI-Written Support Tickets Are Coming. Trust Them Less.
Customers’ AI assistants will soon draft their support messages. Fluent tickets are about to stop being a signal of anything.
Read more →The Resolution Gap: Your AI Closed the Chat. Nobody Closed the Case.
New data puts a number on the resolution gap: fast AI answers, unresolved issues, and trust lost at the handoff. Here is how to actually close it.
Read more →Your Support Stack Just Got a Meter. Failure Is Now a Line Item.
Enterprise software is repricing from seats to meters. AI usage pricing will expose the true cost of every failed support interaction. Smart support leaders will start tracking cost per resolution now.
Read more →AI Now Closes 7 in 10 Support Tickets. The 3 Left Behind Will Break Your Team.
AI now closes 7 in 10 support sessions. The tickets that remain are the hard, physical, visual ones, and most support teams were never built to run a queue made entirely of them.
Read more →Your AI Vendor Just Shuffled Its Safety Team Again. Your Customers Did Not Get the Memo.
Your AI vendor reorganized its safety team on the way to an IPO. Your customers never got the memo. Accountability stays with you, and it starts with seeing the real problem.
Read more →Enterprise AI Spending Just Overtook Consumer. Your Most Expensive Support Problem Never Saw a Dime.
OpenAI now earns most of its revenue from enterprises. Yet almost none of that enterprise AI spending touches the physical support problems that cost companies the most. Here is where the budget should go next.
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