Writing
Field notes on support intelligence.
Operator notes on the things support leaders are measured on and rarely get straight numbers for: AI deflection, bot ROI, board-ready metrics, and reply quality.
Guide
What Is a Good AI Deflection Rate?
The number your vendor quotes and the number that actually saves you headcount are rarely the same, and the gap is where support budgets quietly bleed.
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Guide
How to Actually Measure Your AI Support Bot's ROI
Deflection is a vanity metric. Here is how to build a dollar number for Fin, Zendesk AI, Agentforce, or Ada that survives a CFO's questions.
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Guide
The Support Metrics That Survive a Board Review
Most support dashboards fall apart the moment a CFO starts asking questions. Here is how to build numbers that hold.
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Guide
How to Grade Support Replies Without a QA Team
A working rubric for tone, clarity, accuracy-hedging, and SLA-readiness that any lead can run without hiring a dedicated quality function.
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