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

ticket-deflection

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Story
Capacity vs Microsoft in the Fight to Kill the Support Ticket
Ai · Enterprise · Saas

Capacity vs Microsoft in the Fight to Kill the Support Ticket

Enterprise support is being rebuilt around AI agents. On one side, a St. Louis specialist that crossed $100M in recurring revenue; on the other, the largest software company alive shipping the same feature straight into Copilot.

support-automation · ai-agentsRead →
Story
Forumbee Turns Repeat Support Tickets Into a Public Answer
Saas · Enterprise · Developer Tools

Forumbee Turns Repeat Support Tickets Into a Public Answer

The San Francisco community software company has spent more than a decade on a quiet bet: the best help desk is a crowd of customers answering each other in the open.

forumbee · online-communityRead →
Story
AI Customer Service Agents Are Closing Tickets Without You
Ai · Saas · Enterprise

AI Customer Service Agents Are Closing Tickets Without You

Intercom's Fin, Ada, Forethought, Gupshup, Five9 and Amazon are racing to build support agents that resolve tickets on their own. As the platforms buy up the startups, here is who does what - and where the real money is going.

ai-customer-service · customer-supportRead →