Another Point of View
Companies rolling back their AI support bets are not failing because AI is bad. They are failing because they deployed AI to solve problems that require sight, not smarter text processing. The fix is not more chat.
Read more →Self-service is no longer a customer support differentiator in 2026. What actually separates winning support teams is the escalation experience.
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 →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 →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 →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.
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