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Chatbot Support Experience
I’ve been thinking a lot about how we use AI in customer support, and I keep coming back to the same point: the goal should be a better product experience, not just lower support costs. I had two chatbot experiences recently that made the difference really clear. Chatbot #1 (banking) I went to my bank’s…
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AI Projects and the 80/20 Reality
Picture this: a business owner walks in and says, I just need an AI solution that works. I don’t want to talk about data models or governance. Just make it go. That’s a familiar moment for anyone in IT services. And honestly, it’s a fair request. Business owners aren’t asking for “AI enablement” or “data…
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