Blog

Choosing between an AI that answers everything (high coverage) and one that's always right (high accuracy) is a false choice. This guide explains how to get both.

Tired of manually answering "Where is my order?" from Etsy and Amazon customers? Discover how AI can automate order lookups, freeing up your team to focus on growth.

For D2C brands, subscription models create a flood of repetitive support tickets. Learn how implementing AI for subscription management can automate common queries about billing, account changes, and cancellations, freeing up your team and improving customer loyalty. We'll cover the key use cases, integration strategies, and how to get started without overhauling your entire tech stack.

AI hallucinations can erode customer trust and create chaos for your support team. This guide breaks down why AI agents invent facts and provides actionable strategies to prevent them, ensuring your AI provides accurate, reliable support every time.

Stop copy-pasting outdated macros. This guide breaks down how AI-powered templates for refunds, exchanges, and shipping issues can transform your customer support, providing instant, personalized resolutions that keep customers happy.

Amazon Connect is evolving fast in 2025, with a major push into generative AI and agentic capabilities. Our roundup of recent analyst and press coverage breaks down the key themes, what they mean for your support strategy, and why an agile AI layer might be a smarter alternative.

Thinking about Amazon Q in Connect for your contact center? Our 2025 guide breaks down the latest updates, features, setup challenges, and confusing pricing models.

Struggling to manage your team's shared inbox? This guide breaks down how to assign conversations to teammates and teams, from simple manual handoffs to advanced, AI-powered routing that saves time and prevents duplicate work.

Is your team still manually assigning support tickets? Learn about automatic ticket assignment to agents within a group, from simple round-robin to AI-driven triage, and find the best method to boost your team's efficiency and balance workloads.