Great AI Support Starts with a Great Knowledge Layer

Knowledge Management

John Kanarowski

Building a strong Knowledge Layer is the most important investment a support organization can make when exploring AI.

How to Build a Modern Support Team with a Knowledge Base and AI

AI and Business

John Kanarowski

You need AI to run a modern support team, but keeping the content of your KB clean is priority number one.

You Don’t Need to Rip and Replace: How to Add AI Without Breaking Your Support Stack

Product Support

Tim LaBarge

A guide for support leaders and technical stakeholders on how to experience the benefits of AI without reworking your entire tech stack.

Faster Than Hiring: How to Scale Support Without Adding Headcount

Product Support

Tim LaBarge

An operational playbook for support leaders under budget pressure.

Choosing the Right LLM for the Job: How We Benchmarked Precision, Recall, and F1

LLMs

John Kanarowski

Choosing the right LLM isn’t just important - it’s mission-critical to avoid hallucinations that lead to garbage in/garbage out.

Vertical AI Eats Accuracy for Breakfast

AI and Business

John Kanarowski

Generative AI models trained on the public internet are dazzling conversationalists, yet they are infamous for bluffing when the questions turn technical or complex.

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Great AI Support Starts with a Great Knowledge Layer

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