A Technical Support Engineer’s Guide to RAG: Eliminating LLM Hallucinations in Customer Support

Learn how Retrieval Augmented Generation (RAG) enhances Large Language Models (LLMs) to address the challenge...

27
Nov
NICK CLARK, BCG
The Future of Customer Support: Beyond AI Implementation to Organizational Transformation

AI in customer support is no longer just about efficiency—it’s driving fundamental organizational transformation. As...

18
Nov
Orchestrating AI in Customer Support: Lessons from an EdTech Support Leader

AI is everywhere in B2B customer support, transforming how businesses operate. This isn’t another “AI...

17
Sep
What Is Customer Satisfaction and Why Is It Important?

There’s a reason companies constantly emphasize the importance of excellent service. Customer satisfaction is an...

04
Sep
Profiling a Customer Support Leader: Miles Goldstein on the Evolution of Technical Support

Introduction Miles Goldstein is a seasoned expert in B2B Technical Customer Support with over two...

19
Aug
The Value of a Stable Three-Legged Stool: Elevating Customer Support and Experience in B2B Technology

Chapter 1: Engineering, Product, and Customer Service: A Triad for Success Have you ever been...

29
May
From Cost Center to Revenue Driver: The Transformative Role of AI in Customer Support

The Future of CX: A Conversation with Gerald Hastie We sat down with one of...

07
Feb