Research & trends

Latest research and emerging trends in the field of customer experience.

helpdesk vs service desk vs itsm
Research & trends
  —  
15
 MIN READ

Helpdesk vs Service Desk vs ITSM: Which Do You Need?

Discover which IT support system fits your business needs best.
fraud detection in support ai
Research & trends
  —  
18
 MIN READ

Fraud & Abuse Detection: Keeping Agents and Customers Safe with AI

Discover how AI protects support teams from growing fraud threats.
support llm model types
Research & trends
  —  
18
 MIN READ

Model Families Explained: Open, Hosted, and Fine‑Tuned LLMs for Support

Discover how to choose the best LLM model for smarter, AI-powered support.
ai customer service security
Research & trends
  —  
11
 MIN READ

Security for AI in Support: PII, GDPR, SOC 2, and Beyond

Protect sensitive data and comply with regulations in AI customer service.
llm evaluation for customer support
Research & trends
  —  
15
 MIN READ

LLM Choice & Evaluation for Support: Balancing Cost, Latency, and Quality

Master key metrics to choose the ideal AI model for smarter customer support.
ticketing vs inbox support
Research & trends
  —  
12
 MIN READ

Ticketing vs Inbox: How to Choose the Right Core Support System

Decide between ticketing and inbox support to optimize your customer service.
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Turn every interaction into an opportunity

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