Notes on support, CX, and AI
Practical writing on omnichannel support, customer journeys, and where AI actually helps — from the team building Samvaads.
Put a voice AI agent on your WhatsApp calls: how to deploy one in Samvaads
Customers can now call the WhatsApp number they already chat with. Here is how to deploy a voice AI agent that answers in their language, knows their history, and hands over to your team when it should.
Read the post →WhatsApp AI agents for business: real use cases and how to build one that hands over well
What a WhatsApp AI agent should handle, what it should leave to your team, and a step-by-step way to build, test, and publish one.
AI voice agents for customer calls in 2026: what they do, and how to set one up
What an AI voice agent actually does on a support or sales call, where it helps, where it should hand over, and the steps to put one on your business number.
How AI agents actually work in customer support, without the hype
Not a magic chatbot, not a full replacement for your team — a mechanical look at what an AI agent actually does between a customer's message and a resolved conversation.
SLA vs. KPI vs. OLA: what is the actual difference in customer support?
These three acronyms get used almost interchangeably in support teams, and mixing them up leads to targets that do not mean what people think they mean.
WhatsApp Business API pricing in 2026, explained without the jargon
Meta now charges per delivered message, not per conversation, and since October 2026 even your replies can cost money. Here is what you pay for, what is still free, and how to keep the bill down.
What does an AI Copilot actually do for a support agent? (With examples)
"AI copilot" has become a label vendors slap on almost anything. Here is what a Copilot built for support actually does, moment to moment, on a real ticket.
What is a shared inbox, and why does your support team need one?
The difference between "everyone can see the inbox" and an actual shared inbox is bigger than it sounds — and it is usually the difference between a team that scales and one that doesn't.