Tag: AI

10.21.25 Read Time: 2 Mins

AI in Support: Success Starts with the Right Strategy

Discover why most AI initiatives in customer support fail—and what it takes to succeed. In this article, we explore how support leaders can adopt AI strategically by aligning it with …

5.20.25 Read Time: 4 Mins

2025 Reality Check: Are AI, Self-Help, and KM Delivering on Their Promise to Scale Support?

This article introduces how Support teams can maximize AI, self-help, automation and KM impact through smarter investments and better metrics

5.10.25 Read Time: 3 Mins

AI for Support: Use Cases, Risks, and Quick Wins

This article introduces an approach for selecting AI use cases and presents 20 possible support use cases.

11.14.23 Read Time: < 1

AI Platform Selection – Chicken vs Egg

This article introduces an approach for selecting an AI platform to support primary use cases.

4.15.23 Read Time: 5 Mins

How to Define and Measure Self-Service Deflection Rates

How do you accurately measure self-service deflection rates? In this post, ServiceXRG CEO Tom Sweeny outlines a highly reliable deflection metric that you can put to work now.

9.12.22 Read Time: 2 Mins

Take Action to Scale Support Delivery

The future success of Customer Support relies on the ability of Support to scale to meet growing demand and fulfill an expanded, success-focused mission. Learn about proven initiatives for scaling …

7.20.22 Read Time: 2 Mins

Three Applications for Scaling Support with Chatbots

Leverage the power and potential of today’s chatbots to scale support delivery capability.

9.3.21 Read Time: < 1

Five Ways to Automate Service Delivery

Automation plays an increasingly important role in support case deflection and management activities. Leverage these 5 service automation strategies to free up your skilled support staff for higher value activities:

5.1.21 Read Time: 4 Mins

What Support Leaders Need to Know About Applying AI to Support

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …

4.12.21 Read Time: 2 Mins

7 Steps For Successful Service Automation

Automation of technical support or customer success functions may yield great returns, yet some service activities can be difficult to replicate with systems. This article introduces 7 Steps For Successful …

10.27.20 Read Time: < 1

6 Ways to Apply AI to Technical Support

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable …

10.2.20 Read Time: 3 Mins

Scaling Support Delivery Through Digital Transformation

Scaling Support Delivery requires the digital transformation of support and an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation …

2.24.20 Read Time: 3 Mins

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

2.19.20 Read Time: 2 Mins

Digital Customer Experiences (dCX)

Learn how to measure customer experiences delivered through digital channels.