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Vol. II — No. 184Remarkable People · Exceptional CompaniesToday's Edition

ai-support

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Story
Plain and Gladly Are Both Trying to Kill the Support Ticket
Saas · Ai · Enterprise

Plain and Gladly Are Both Trying to Kill the Support Ticket

Two startups, two very different customers, one shared enemy. Plain wants developers to forget the inbox; Gladly wants retailers to forget the case number. Here is what the end of the ticket actually looks like.

plain · gladlyRead →
Story
Deflection Isn't a Strategy. It's Debt.
Deflection · Containment · Resolution

Deflection Isn't a Strategy. It's Debt.

These three metrics get used interchangeably and they measure completely different things. Deflection counts customers who did not reach an agent, containment counts sessions that ended inside the bot, and resolution counts problems that actually got solved. Only the third one is a business outcome.

deflection · containmentRead →