New1 November 2026 · 5 min read
Grounded answers: why a knowledge base keeps AI honest
Search first, then write, then show the source: that is how a plausible answer becomes one you can check.
Blog · 3 entries
Articles on AI in customer service
AI agents, assistance and knowledge in the conversation: how AI resolves requests and relieves people.
Latest articles
AI in customer service30 October 2026 · 5 min readDisclosing AI without breaking the conversation
A disclosure has to be clear, but it does not have to read like a package insert. A few rules for text, voice and the switch to a person.
AI in customer service30 October 2026 · 5 min readWhy the handover decides: AI agents and context
The most delicate moment in an automated conversation is not the hard question. It is the switch to a human. Plan it, and neither side has to repeat itself.
Topics
Read by topic.
Eight topics, from AI in customer service to regulation. Each with its own overview.
- 3 entries
Contact centre
Routing, channels and the agent workspace: everyday contact centre work, explained step by step.
- 3 entries
Workforce
Forecasting, scheduling and adherence: how teams plan reliably without becoming rigid.
- 4 entries
Europe & regulation
GDPR, the EU AI Act, data residency and co-determination, put in context for customer service.
- 3 entries
Public sector
Citizen services without broken hand-offs: identification, documents and cases in public administration.
- 2 entries
Health & insurance
Appointments, claims and social data protection: service in healthcare and insurance.
- 3 entries
Customer experience strategy
Journeys, metrics and pilots: how customer experience improves in a plannable way.
- 3 entries
Practice & how-to
Practical instructions with steps you can adopt directly.
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