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...
by Tahir Almas | Jul 24, 2026 | Uncategorized
Picture two tickets arriving at 9:02 on a Monday, both titled “Export button question.” One is a cheerful customer asking where the CSV export moved. The other is the same question, third time asked, with month-end reports late and a boss who has started...
by Tahir Almas | Jul 18, 2026 | Uncategorized
Zendesk’s July 2026 release notes dropped this week, and they’re substantial: Forethought AI agents arrive as a purchasable add-on, a native contact center goes GA, and workforce management becomes free on Suite Professional plans. Good news for feature...
by Tahir Almas | Jul 9, 2026 | Uncategorized
An agentic AI help desk does more than answer FAQs. It reads what a customer actually wants, pulls the right context from your knowledge base and account history, applies your policy, takes an action, and hands off to a person the moment a ticket needs human judgment....
by Tahir Almas | Jul 4, 2026 | Uncategorized
Gartner’s widely cited forecast says agentic AI will autonomously resolve around 80% of common customer-service issues by 2029. That number is real and worth planning for, but the story that matters is the other 20%: the emotional, high-stakes, one-off tickets...
