Tag
#support
4 pieces filed under “support”.
AI · 5 Aug 2026 · 10 min
AI triage for support: routing, not deflecting
AI support triage should route customers, not wall them off. Intent detection that errs toward humans, handoff packages, and the deflection metric trap.
supportagent UXtrust
AI · 13 Nov 2025 · 12 minGolden evals: mining support tickets for test sets
Your support inbox is the best LLM eval dataset you'll ever get. How to mine tickets into versioned golden sets that catch regressions before users do.
LLM evalsAI qualitysupport
Product · 9 July 2025 · 8 minError messages that de-escalate
An error message is a conversation at someone's worst moment with your product. The structure, tone rules and support hooks that make errors actually help.
UX writingerror handlingmicrocopy
Case studyPylon Care: an AI support assistant that knows its limits
Pylon Health's support queue drowned in the same five questions. We shipped an AI assistant with citations, red lines and a kill switch — evals first.