Customer Support Articles

3 posts

Customer Support

Everything I've written about customer support.

AI mechanism rapidly triages e-commerce support tickets, reducing first-response times and improving CSAT.

How I'd build an AI triage system for e-commerce support

A technical walkthrough of a support triage system: intent classification, auto-resolution, and smart routing. Architecture and design decisions.

18 Mar 20266 min read

Sentiment analysis processing customer feedback for instant, actionable insight into emotional states.

NLP Customer Support AI Technical

Sentiment analysis for small businesses: what it can and can't do

A realistic look at sentiment analysis for customer feedback, reviews, and support tickets. What it's good at, where it fails, and whether it's worth building.

15 Feb 20266 min read

Poor chatbot design: Sophisticated AI crystal hindered by inert, tangled circuits, leading to customer frustration.

Customer Support NLP AI Guide

Why most business chatbots are terrible

Most chatbots annoy customers instead of helping them. Here is what goes wrong and how to design one that actually resolves problems.

5 Feb 20266 min read

Got a question?

If there's something you'd like me to write about, or you just want to chat about AI, get in touch.

Send me a message