Playbooks & deep-dives
Sober thinking on AI in customer contact
Shorter than a whitepaper, more honest than a vendor blog. What we learn, build and see working.
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Automating customer service: where do you start?
Automating customer service starts with your own inbox, not with the tool. Which questions to tackle first, how to measure success, and which beginner mistakes cost you time you did not need to lose.
Chatbot or AI agent? The difference in plain language
A chatbot follows a decision tree. An AI agent reads along live and looks up the answer. Here is the difference in plain language, plus when you actually need which.
5 mistakes when deploying an AI chatbot (and how to avoid them)
Most AI chatbots don't fail because of the technology. They fail because of five choices around it. From giving the bot no access to your data to trying to automate everything at once, these are the traps and how to avoid them.
Automating WhatsApp customer service with AI
WhatsApp is the channel your customers are already using. Here's what an AI agent realistically adds, plus the business-API rules you actually need to grasp.
AI that answers your phone: how does AI telephony work?
A voice that isn't human answers your phone, understands your question and transfers when it has to. Here's how AI telephony works, what's realistic on inbound and outbound, and where the line sits.
Answering email automatically with AI, without the robot feel
Answering email automatically with AI does not have to feel cold. Here is how to let the repeatable questions get caught while the sensitive cases stay with a human, with a handoff that actually holds up.
Putting an AI chatbot on your website in 15 minutes
Putting a chatbot on your website really can take about fifteen minutes. This is the no-nonsense how-to: filling your knowledge base, placing the script, testing with the tricky questions, and honest expectations for the first few weeks.
AI customer service for webshops: returns, orders and FAQs
Order status, returns, and sizing questions: that's where most of your webshop tickets live, and they're exactly the ones that suit AI. What works, what doesn't, and why the link to your shop system makes all the difference.
AI for gyms: classes, memberships and WhatsApp
Gyms get the same questions every week about class schedules, cancellations and memberships, usually over WhatsApp and mostly outside opening hours. Here's how to put AI to work without driving your members away.
AI in education: faster answers for students and parents
Students and parents want an answer now, and most of the questions are predictable. Here's how AI in education clears the repeat questions, works across languages, and leaves your team time for the cases that really matter.
AI for travel companies: bookings and info in every language
Travel companies run on peaks, and that is exactly when your team is stretched thinnest. A level-headed look at what AI in travel really delivers: booking questions, changes and multilingual service, without the sales pitch.
AI customer service and the GDPR: is it allowed, and how do you do it right?
AI customer service is allowed under the GDPR, but not just like that. Here is what you actually need to sort out: legal basis, data minimisation, EU hosting, and transparency, plus a checklist you can run through today.
What does good AI customer service cost? An honest calculation
Per seat or per conversation, the hidden costs, and the payback time: a level-headed look at what AI customer service actually costs you.
The best AI customer service tools of 2026 (what to really look for)
The flashiest demo doesn't win. The tool that reads live, hands off cleanly and keeps your data in the EU does. Five yardsticks to compare AI customer service tools honestly.
When should AI hand over to a human? Handoff best practices
The handoff from AI to human decides whether your customer contact goes right or wrong. How to spot the signals, how to pass on context, and where to set the threshold.
Why 'automation rate' is not a goal, and what is?
Everyone measures it. Few understand it. A sober look at the KPI that can hide everything.
From Intercom to Conveya in 3 weeks, without ticket leakage
A step-by-step migration plan with rollback checkpoints. For anyone who wants to switch without losing CSAT.
Typed tool calls: why our agents don't make things up
Under the hood of our action layer: input schemas, output validation and a handful of hard rules.
EU hosting for AI: what nobody tells you
The difference between 'EU servers', 'EU data residency' and 'EU-only processing'. And which one you actually need for GDPR-proof AI.
5 things that break in your retrieval (and how to fix them)
Chunking, recency, boosting, deduplication, query rewriting. What we learned over the past 12 months.
Launch: the new analytics dashboard
Cost-per-resolution, per-persona automation rate and live handoff reasons: now standard in every account.
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