Insights · AI & CX
AI & CX articles
Practical guides from the front line of customer experience: filtered to ai & cx.
AI & CX · Jul 8, 2026
AI QA for support teams: scoring every conversation, not a sample
Traditional QA samples a few percent of conversations, so most problems are never seen. AI-assisted QA scores every conversation against the same rubric (accuracy, tone, SOP compliance, resolution) and flags the ones a human should review. Quality stops being a spot check and becomes full coverage.
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AI & CX · Jul 6, 2026
AI + human hybrid support: how the model actually works
A hybrid support model uses AI for the routine and repetitive (order status, simple how-tos, first-response drafting) and routes anything sensitive or ambiguous to a human. The point is not to replace agents but to spend their time only where judgment and empathy actually matter.
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