Gilbert Excel
75
AI Coins
160
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AI is moving from simply answering questions to taking actions, making decisions, and operating with less human supervision. That creates a new challenge: how much autonomy are businesses and governments actually prepared to give these systems?<div></div><div>The biggest risk may not be an AI intentionally going rogue. It could be an AI following its objective too […]
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A good support agent shouldn’t force an answer when it lacks enough information. It should recognize uncertainty, explain what it can’t handle, and smoothly hand the conversation to a human with the relevant context.<div>The goal isn’t to automate every ticket. It’s to automate the right ones while making human support more effective when it’s actually […]
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AI can make support faster, but speed alone doesn’t create trust. Customers still want accurate answers, useful actions, personalization, and an easy path to a human when AI reaches its limits. The real question is whether businesses can design AI that makes customers feel helped rather than handled. Views: 0
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The interesting question isn’t whether AI can build software cheaply. It clearly can. The harder question is what happens six months later.<div>A company might replace an expensive SaaS subscription with an AI built internal tool and dramatically reduce its monthly bill. But who handles security patches, broken integrations, API changes, backups, bugs, documentation, and future […]
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A customer may contact a company several times, use different channels, speak with different agents, and explain the same problem repeatedly. Even when the company has plenty of customer data, that information often remains scattered across tickets, CRM records, emails, and chat histories.<div>AI could change this by creating a continuous memory of the customer journey.</div><div>Instead […]
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AI-native software is getting a lot of attention in 2026, but I’m starting to wonder whether these tools are genuinely better than established SaaS platforms or simply taking a different approach.<div>Traditional SaaS is usually built around giving users tools to complete tasks. AI-native products are increasingly trying to complete those tasks for you.</div><div>That sounds great […]
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SaaS has made it easier to access powerful tools, but costs, growing competition, and increasingly complex platforms are creating new challenges for businesses.<div>From expensive subscriptions to choosing the right tools and dealing with unexpected product experiences, companies are becoming more careful about where they spend their software budgets.</div><div>Are SaaS companies doing enough to make their […]
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As AI powered CRMs and customer support tools become more capable, businesses are starting to question whether traditional platforms are still worth the cost. But switching to AI native software comes with its own challenges : reliability, integrations, security, maintenance, and knowing when human involvement is still necessary.The real question isn’t whether AI can replace […]
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AI customer support has evolved beyond simply answering FAQs. Businesses now expect AI agents to understand context, provide accurate information, follow procedures, use integrations, and even take actions. But what really makes an AI support platform effective? Accuracy is essential. Fast answers are useless if they’re wrong. Context awareness also matters because customers often ask […]
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The SaaS market is changing quickly. With usage based pricing becoming harder to predict and more software options entering the market, businesses are paying closer attention to the real value of the tools they use.<div>SaaS reviews, pricing transparency, and industry insights are becoming important factors in deciding which platforms are actually worth the investment.</div><div>Do you […]
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SaaS pricing used to be one of the easiest ways to compare software. Today, it’s becoming much harder, especially with AI products introducing usage limits, credits, seats, add-ons, and different levels of automation.The cheapest tool isn’t always the best value, and the most expensive one isn’t necessarily the most capable. Buyers are starting to look […]
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I think this is becoming a real question for support teams. Platforms like Zendesk and Intercom are proven, but AI native tools are starting to combine chat, knowledge, automation, analytics, and support workflows in one place.<div>The interesting part is whether these newer platforms can actually handle complex issues reliably, not just answer FAQs. If they […]
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I think the value of an AI support platform depends heavily on what information it can actually use. A chatbot that only answers basic FAQs has limited value.<div>But when AI has access to accurate customer, product, and order data, it can solve more real problems and reduce repetitive support work.</div><div>That’s where the cost starts to […]
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AI support is only as useful as the information it can access. <div> Custom data ingestion can help agents understand a company’s specific knowledge, while integrations like Shopify allow them to work with real time customer and order data. <div>But how much does connecting better data actually improve the customer experience?</div><div>Are businesses seeing fewer support […]
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AI is transforming customer experience by helping businesses provide faster support, personalized responses, and 24/7 assistance. Modern AI can also handle more complex customer questions by understanding context and using business information to find relevant answers.<div>However, AI still needs to know when a problem requires human support. The best customer experience comes from combining AI […]
