Customer Carenumber Co / Automation & AI
I once walked into a support ops meeting where the CSAT had slipped three points overnight and the product team wanted answers fast. Our chatbot handled a large chunk of inbound volume, so all eyes turned to it. We had no time for a full rewire, but we did have seven hours. What I’ll share below...
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When teams ask me whether they should rely on Zendesk macros or build custom automations to reduce reply time, my instinct is to say: “Test it.” The answer depends on your ticket patterns, volume, agent workflows, and technical comfort. Over the years I’ve run A/B tests across support stacks...
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I want to share a practical framework I use when designing a 30-day chatbot-to-human handoff plan that both reduces escalations and protects customer satisfaction (CSAT). I’ve seen teams rush handoffs — either dumping complex queries on agents too early, or keeping customers stuck in bot loops...
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Proactive outreach is one of those CX moves that sounds simple on paper but gets messy in execution. Over the years I’ve seen teams throw automated follow-ups at customers with mixed results — some see reopen rates drop, others create noise and frustration. In this post I’ll walk you through...
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When I first started experimenting with sentiment analysis in a ticketing system, I expected a quick win: drop in manual triage, faster escalations, happier customers. What I found was more nuanced and, ultimately, more valuable. Sentiment isn't a magic wand — it's a signal. Done well, it helps...
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Running a vendor trial for an AI assistant is one of those projects that looks deceptively straightforward until you’re three vendors in and your inbox is full of demo recordings, feature matrices, and slippery promises about “human-like” understanding. I’ve run more than a few trials like...
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When teams ask me whether they should automate a touchpoint or send a customer to a human, I always push back: the right choice isn’t binary. It’s a sequence of decisions guided by risk, value, frequency, and the customer’s context. Over the past decade I’ve seen the best outcomes come from...
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When support teams ask me where to start with automation, the conversation quickly moves from flashy AI demos to the boring-but-critical question: which rules actually reduce repetitive work for agents and increase velocity? Over the years I’ve seen teams pour time into automations that sound...
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