by Tahir Almas | Oct 2, 2026 | Uncategorized
On 30 September 2026 the FCC adopted FCC 26-67, and it changes what a STOP reply does to your support notifications. Until now, one opt-out against any message revoked consent for everything you sent that customer. Under the new rule you can read an opt-out as...
by Tahir Almas | Sep 17, 2026 | Uncategorized
A clinic put a chatbot on its website to book appointments and answer questions. Someone asked whether its doctors were specialists. The bot said yes and named two qualifications that neither doctor actually held. Nobody typed that claim. The model produced it. On 12...
by Tahir Almas | Sep 2, 2026 | Uncategorized
Here is the trap a lot of support teams are walking into with AI this year. Deflection rate looks great on a dashboard, ticket volume drops, the bot handled it, everyone claps. But deflection only counts the conversations a human did not touch. It says nothing about...
by Tahir Almas | Aug 26, 2026 | Uncategorized
Your AI agent closed the ticket and pushed the refund through. Your help desk software logged that it happened. Two policy moves this year ask a harder question: who allowed that, inside what limits, and can you produce the record without anyone being able to edit it...
by Tahir Almas | Aug 12, 2026 | Uncategorized
On 2 August 2026, Article 50 of the EU AI Act became applicable. If your live support software answers customers with an AI system, you now have to tell them, and you have to tell them at the first interaction rather than somewhere in your terms. This is one of the...
by Tahir Almas | Aug 1, 2026 | Uncategorized
Support teams running AI assistants are reporting deflection rates above 45 percent. Full self-service resolution, measured properly, sits closer to 14 percent. That gap is not a measurement quirk. It is roughly thirty one out of every hundred customers who stopped...
