Author: Brett Rush
-
The Weekly Blueprint for Smarter AI Customer Support
I’ll share the most common reasons AI chatbots fail after spending time rewriting knowledge bases for AI consumption. It’s the “set it and forget it” mentality. If you invested in an AI solution hoping it would magically solve all your customer support problems, but now you’re watching it make the same mistakes week after week,… Read more
-
Your support articles aren’t built for AI success
If your AI is giving wrong answers, sending customers in circles, or just flat-out missing the mark, I can almost guarantee the problem isn’t your AI technology. It’s what you’re feeding it. The number one reason your AI chatbot is failing your customers is your knowledge foundation. This is Part 2 of my 4-part series… Read more
-
Addressing issues when implementing AI chatbots
Is your AI chatbot driving customers away instead of helping them? You’re not alone. I recently worked with a SaaS company whose AI chatbot was answering customer questions correctly only 13% of the time. Their customers were frustrated, support tickets increased by 40%, and agents were spending more time cleaning up AI mistakes than helping… Read more
-
5 AI predictions that will completely change customer service
AI is evolving faster than most companies can keep up with. ChatGPT, Grok, Gemini, Claude, and DeepSeek are pushing the limits, and open-source AI is changing the game. There’s about to be a fundamental shift in how companies infuse AI throughout their products and processes. So, what’s next for Customer Service? How do we prepare?… Read more
-
Essential skills to build a high-performing Customer Support team
This is the second post in a series called “It Takes a Team” where I will be covering the essential skills for building a high-performing Customer Experience (CX) team. In the previous episode of this series, I discussed creating an inbound forecasting model, identifying ways to reduce support volume, and aligning with the company on… Read more
-
Offering 24/7 support to your SaaS customers
This is the first blog post in a series called “It Takes a Team.” Today, I’m sharing a story about being part of the early stages of Customer Experience (CX) development while the product and user base were rapidly growing. Then, I’ll cover three focus points to help you predict your future inbound conversations and… Read more
-
4 Key Components of an AI-First Customer Support Platform
In today’s fast-paced startup environment, efficiency and customer satisfaction are essential. Forward-thinking companies are adopting an AI-first approach, which benefits customers, support teams, and managers. This isn’t about just adding on AI as an afterthought. It’s about creating a complete system where AI tools work together to improve every step of the customer journey. This… Read more
-
3 key areas you need to prepare while introducing AI in customer support
This is the second of three posts in a series called Knowledge is Power, and today I’m talking about introducing AI in your customer support. It can be overwhelming when you don’t have time to research and figure out what you need to know about implementing AI into your customer-facing tools. I’ll cover three key… Read more
-
From Fluff to Function: Revamping Your Support Articles
We will explore how to transform your support articles from fluff to function in this series of Knowledge is Power. We dive into optimizing site structure for customer workflows, crafting concise, AI-friendly article formats, and writing for a global audience. Read more