Customer support automation: where a small shop starts
Not every request belongs to a bot. Two questions sort the pile: how often does it come up, and what does a wrong answer cost?
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Notes on support chatbots: how they work, where they fall short, and how to roll one out.
Should a customer support chatbot remember customers between chats?
Shared customer context is back in the news. Here is what a small shop should let its bot remember, and what to ask again.
What goes into a chatbot knowledge base before launch
A support bot answers only as well as the material behind it. Here is what to write down first, by type of customer request.