Stories
Thoughts on AI, customer support, and building technology that actually helps.
AI customer support in 2026 means AI-run operations that resolve tickets end-to-end — not chatbots that deflect. See the spectrum and how to evaluate tools.
AI resolution closes tickets end-to-end (90%+); deflection only suggests articles (30-40% ceiling). See the 4-tier spectrum and why resolution wins in 2026.
By Joel Ritossa
Looking for a Zendesk alternative? Duckie deploys self-building AI support in 2 weeks with 90%+ resolution rates. No 6-month setup. Process refunds, reset passwords, resolve tickets end-to-end.
By Alexander Atalla
Customer support automation either deflects tickets or closes them. Most tools only deflect. Learn the difference and build automation that truly resolves.
By Valerie Li
For the last decade, support automation focused on how to talk to customers — not how to actually help them. Teams bought chatbots hoping they'd reduce workload. Instead, they created more of it. Now, the smartest support teams are making a hard pivot.
By Valerie Li
Grid needed a platform that could go beyond canned responses — something that could handle real resolution logic, without custom dev work. See how they achieved 79% autonomous ticket resolution.
By Eric Anthony López
A step-by-step guide to creating a powerful AI support agent without writing a single line of code. Learn how to set up, configure, and deploy your own AI assistant.
By Alexander Atalla
How to build AI agents that your team and customers can actually trust and rely on. Explore guardrails, transparency, and control mechanisms.
By Joel Ritossa
A comprehensive analysis of when to build your own AI support solution versus buying an existing one. Consider costs, time, and capabilities.
By Eric Anthony López
Everything you need to know about AI agents and how to start implementing them in your organization. From basics to advanced concepts.
By Valerie Li
A detailed comparison of Duckie and Intercom Fin to help you choose the right AI support solution for your team's needs.
By Alexander Atalla
The key trends shaping customer experience and support in 2025 and beyond. Stay ahead of the curve with these insights.
By Valerie Li
How founders can build a customer support culture that scales with their company while maintaining quality and personal touch.
By Valerie Li
Cutting through the hype to understand what AI can actually do for B2B support teams. Honest insights and practical advice.
By Eric Anthony López
Practical strategies for B2B companies looking to implement AI in their customer support operations. From planning to execution.
By Alexander Atalla
Examining the future of human support agents in an increasingly AI-powered world. The answer might surprise you.
By Joel Ritossa
