When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Backed by 42CAP and Dreamcraft Ventures, Waypoint AI is helping fast-growing software companies reclaim 15% of engineering capacity spent on customer-reported escalations. SILICON VALLEY, CA / ACCESS ...

“Cracking competitive exams like Joint Entrance Examination and Birla Institute of Technology and Science Admission Test opened doors to BITS Pilani, one of India’s premier engineering institutes,” ...

In the ever-evolving domain of customer care, a significant new facet is unfolding with the advent of AI technology alongside human interactions. Today, we dive into this convergence with insights ...

A new framework restructures enterprise workflows into LLM-friendly knowledge representations to improve customer support automation. By ...

Integrating AI isn’t enough—businesses must structure, train and continuously refine their knowledge bases to ensure accuracy, usability and painless CX. As customer expectations rise, businesses are ...

When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique perspective of the ...