Articles
The assessment is part of a broader framework. These articles explore how support automation evolves in practice, where teams get stuck, and how successful organizations move from experimentation to measurable outcomes.
The AI Rehiring Cycle: Why Cutting Support Staff for Automation Backfires
Gartner predicts 50% of companies that cut customer service staff for AI will rehire by 2027. Learn why cost-first automation fails and what mature teams do instead.
Anna Studer·Why Your Chatbot's Deflection Rate Is Misleading You
Deflection rate is the most popular chatbot metric — and the most incomplete. Here's what it misses and what mature support teams measure instead.
Anton Mates·How to Build Effective Quality Assurance in Support Operations
Quality assurance connects automation performance, agent development, and customer outcomes. A practical guide to building QA that actually improves support.
Anton Mates·How Research Reveals the Real Balance Between AI and Humans in Support Automation
Only 42% of customers feel confident their issue is truly resolved. Research-based insights on why the balance between AI and human involvement matters more than automation speed.
Anton Mates·How Leading Teams Improve Customer Support in an Automated World
Customer expectations are rising fast, but most improvement advice is generic. A practical look at what actually works: where automation helps, where humans matter most, and how mature teams measure real progress.
Anton Mates·