From my perspective, integrations and actions are becoming just as important as the model behind the agent. An AI can give a perfect answer, but if it can’t access the customer’s order, update something, trigger a workflow, or hand off the conversation with the right context, the human team still ends up doing most of the work. I’m also with you…

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With live chat, you’re often waiting for someone to click “chat” and ask a question. An AI agent can be more proactive, helping compare products, explaining pricing, or qualifying someone while they’re still exploring the site. But I wouldn’t look at conversion rate alone. I would want to know whether the leads are actually good and whether…

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One newer SaaS product I’ve been paying attention to is Chatbase. What stood out to me isn’t just the AI chatbot side, but how much they’re trying to build around the actual customer support workflow. The combination of AI agents, procedures, testing, analytics, and human handoff makes it feel less like “add an AI widget to your website” and…

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I have noticed the same shift. What makes it interesting to me isn’t just the number of features Chatbase has added, but the move from answering questions to actually handling support workflows. Actions and Procedures are probably the biggest indicators of that change. Once an AI can take an action, follow business rules, and then hand off to a…

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One I would add is Better Stack. It doesn’t get mentioned as much as some of the bigger SaaS names, but it solves a very real operational problem around monitoring, incident management, and keeping teams informed when something goes wrong. What I like about tools like this is that the value is pretty easy to measure. If a tool helps you detect…

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