key concepts
The Build vs Buy Decision for AI Support Agents in 2026
Updated framework for building vs buying AI support — RAG maturity, managed services, and the new economics of per-ticket pricing.
March 29, 2026·11 min read
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customer support
Evaluating AI Support Vendors: 15 Questions Every Head of Support Should Ask
The definitive buyer's checklist for AI support — 15 questions on pricing, quality, escalation, and security with good/bad benchmarks.
March 29, 2026·15 min read
key concepts
Managed AI vs Self-Serve: Which Deployment Model Is Right for Your Support Team?
Framework for choosing between managed and self-serve AI support deployment — staffing, time-to-value, and maintenance tradeoffs.
March 29, 2026·11 min read
key concepts
What 'Custom Pricing' Really Means in AI Customer Support (And Why It Matters)
Why most AI support vendors hide pricing, what typical contract ranges look like, and 7 questions to ask during procurement.
March 29, 2026·11 min read