The Quack blog
From the team building Quack: what we learn from real support queues, what the metrics actually mean, and how the training loop works under the hood.
We onboarded our first wave of B2B SaaS support teams and asked them to tell us everything that was wrong. Here is what we learned about where AI agents fail in production queues.
Read articleNot all AI support tools are trained the same way or on the same data. These five questions will reveal whether the product actually learns your product.
Read articleYour resolved support tickets contain proof of what your best agents actually said when it worked. Here is how we build the learning loop around that signal.
Read articleAn FAQ bot pattern-matches on keywords and serves static answers. A trainable AI agent responds to questions it has never seen before. The distinction matters more than vendors admit.
Read articleCSAT captures how the customer feels, not whether the answer was accurate. For AI-handled tickets, you need a second layer of quality measurement.
Read articleThe complexity is in the routing rules, the confidence thresholds, and what happens when the AI is not sure. Here is how we approach the integration.
Read articleThe patterns were surprising: about a third of all tickets are the same eight questions worded seventeen different ways.
Read articleA product launch, a pricing change, a bug in a feature release: all generate a surge in support tickets within hours. Here is how a trained AI agent handles the burst.
Read articleMarkdown help centers, PDF guides, and HTML articles each have different ingestion properties. Here is what we have found works.
Read articleAn AI agent that escalates badly is worse than one that escalates often. When Quack hands a ticket to a human, it should hand off the full context.
Read articleOptimizing for deflection alone is how you build a bad support experience with good-looking numbers.
Read articleClosed tickets are chronological, messy, and full of company-specific jargon. That is exactly why they are good training data.
Read articleWhen customers recognize that no one read their question, they stop believing your support team can help them at all. That is the trust problem Quack was built to solve.
Read articleWe publish every 2-4 weeks. No newsletters, no roundups. Just the article we just published.
