Another Point of View
AI can now handle 70% of customer service tasks. But the 30% it can’t — complex, emotional, high-stakes interactions — is exactly where customers decide whether to stay or leave.
Read more →Customer support is reshaping how we think about this topic. You’ve seen this ticket before.
Read more →Visual customer support is the fastest-growing support channel in 2026. Text troubleshooting for physical products is broken. Here’s why seeing beats describing.
Read more →75% of customers say AI-only support leaves them frustrated. Companies like Klarna are already rehiring. The race to zero human agents has a reckoning — and the companies that figured out AI + human will own the next decade.
Read more →The biggest problem in customer support isn’t ticket volume — it’s that customers can’t show you what’s wrong. Visual support changes that.
Read more →Viewabo is now self-service. Any support team can sign up, try it, and connect it to their workflow without talking to anyone.
Read more →Multimodal AI customer support lets customers send photos and video to get help. Here’s why this changes support fundamentally and how to build for it.
Read more →78% of organizations plan to automate half their support with AI within 18 months. But only 21% have the governance to pull it off. Here’s what ‘ready’ actually looks like — and why the escalation layer matters more than the automation layer.
Read more →79% of customers prefer human customer service over AI. Here’s why the chatbot backlash is real — and what the winning formula actually looks like.
Read more →Every major AI company is pivoting to enterprise in early 2026. The tools are maturing. The pricing is getting real. Here’s how to use that for your Q2 support planning.
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