AI in Support

Better Customer Support Optimisation from real-world experience. FIXATE’s customer support blog offers actionable insights for optimising support operations. Learn how to reduce repeat contacts, speed up resolution times , and scale your team with confidence. Explore strategies for customer loyalty, resource management, and consulting solutions tailored to your needs.

All AI in Support Concept Continuous Improvement Customer Experience Customer Feedback & Trends Data-Driven Decision Making Innovative Thinking Leadership & Team Dynamics Operational Efficiency Productivity Hacks Real-Life Case Studies Uncategorized User Experience User-Centric KPIs

AI in Support

Sep 20th 2026

5min

Six questions to ask your support provider about the EU AI Act

The headlines in July said the EU AI Act had been delayed, and for the part they were describing, that was true. The Digital Omnibus came into force at the end of the month and moved the high-risk tier out to December 2027. What got less attention is that the pieces which actually touch a support operation weren't moved at all. Prohibited practices have applied since February 2025, and the transparency rules in Article 50 started on 2 August this year. Those are the ones that reach chatbots, QA tooling and the people working your queue.

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.

Data-Driven Decision Making

Aug 8th 2026

5 min

What Customer Support Sees Before the Board

Support often feels a change before the business measures it. Here is what recurring demand, escalations and AI can reveal to investors.

AI in Support

Sep 29th 2025

5 min

Where to start with AI in aftermarket support

AI in aftermarket support starts behind the scenes. Triage, suggested replies, warranty checks and parts lookups. Pilot with control, then scale with proof.

AI in Support

Sep 8th 2025

5 min

AI in Support: It’s Not About the Chatbot

Support should feel human. Empathetic. Personal. But that doesn’t mean AI has no place—it means it needs to be used behind the scenes.

Swedish company Global Reach.

Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.

Global teams, local care

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