Notes on support, CX, and AI
Practical writing on omnichannel support, customer journeys, and where AI actually helps — from the team building Samvaads.
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.
Read the postSLA 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.
Read the postWhatsApp Business API pricing, explained without the jargon
Conversation-based pricing confuses almost everyone the first time they see a WhatsApp bill. Here is what you are actually paying for.
Read the postWhat 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.
Read the postWhat 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.
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