December 20, 2024

Pairing live support with accurate AI outputs

A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…

The Download: preserving our digital lives, and X exits Brazil

August 19, 2024
This is today’s edition of The Download, our weekday newsletter that provides a daily dose of what’s going on in the world of technology. The race to save our online lives from a digital dark age There is a photo of my daughter that I love. She is sitting, smiling, in our old back garden, chubby hands…

The race to save our online lives from a digital dark age

August 19, 2024
There is a photo of my daughter that I love. She is sitting, smiling, in our old back garden, chubby hands grabbing at the cool grass. It was taken in 2013, when she was almost one, on an aging Samsung digital camera. I originally stored it on a laptop before transferring it to a chunky…