AI in Support
|Sep 9th 2026
6 min
2 in 5 AI Projects Get Abandoned - Why?
Picture the Q1 review. Someone pulls up the deck from last year's big AI rollout, the agent-assist tool, the smart routing layer, the chatbot that was supposed to change everything. It's quietly gone. Retired, paused, "under review." Someone explains why: the model wasn't accurate enough, the vendor overpromised, the use case wasn't there. Everyone nods. Nobody says the sentence that's actually true, which is: we bought the tool and never taught anyone how to use it. That meeting happens constantly right now, and it's not really about the AI at all.
AI in Support
|Aug 31st 2026
6 min
Black Friday: Would You Trust Your Chatbot With the Most Critical Hours?
Picture the debrief meeting in January. Someone pulls up last year's Black Friday numbers, record revenue on the top line, and underneath it, a spike in refunds, a run of one-star reviews about "no one answering," and a support inbox that took three weeks to dig out from. Everyone nods. Someone says "we'll plan better this year." Then February happens, then March, and by the time October arrives, the plan is still a slide nobody built.
