Notes on support quality, AI agents, and customer experience.https://craftcx.com/enhttps://craftcx.com/blog/a-support-ops-guide-to-inventing-workhttps://craftcx.com/blog/a-support-ops-guide-to-inventing-workHow Support Ops can find recurring problems, spot missed customer needs, and turn those signals into changes that improve support.Tue, 29 Sep 2026 00:00:00 GMTJason DugdaleSupport operationshttps://craftcx.com/blog/moving-support-decisions-to-jevhttps://craftcx.com/blog/moving-support-decisions-to-jevTwo small evals found higher recall for ticket insights and lower cost and latency for signal grouping.Thu, 24 Sep 2026 00:00:00 GMTJason DugdaleEngineeringhttps://craftcx.com/blog/keeping-ai-answers-inside-the-help-center-you-already-trusthttps://craftcx.com/blog/keeping-ai-answers-inside-the-help-center-you-already-trustCheck whether AI answers apply the right guidance, distinguish content gaps from answer errors, and review conversations after an article change.Mon, 21 Sep 2026 00:00:00 GMTJason DugdaleSupport qualityhttps://craftcx.com/blog/getting-more-from-fin-analytics-with-conversation-evidencehttps://craftcx.com/blog/getting-more-from-fin-analytics-with-conversation-evidenceTurn a change in Fin's results into a specific follow-up by reviewing comparable conversations and checking what changed for customers.Fri, 18 Sep 2026 00:00:00 GMTJason DugdaleSupport intelligencehttps://craftcx.com/blog/support-quality-assurance-when-ai-handles-most-of-the-volumehttps://craftcx.com/blog/support-quality-assurance-when-ai-handles-most-of-the-volumeBuild an AI support QA process with clear review criteria, sensible sampling, and a way to check whether fixes worked.Fri, 18 Sep 2026 00:00:00 GMTJason DugdaleSupport qualityhttps://craftcx.com/blog/chatbot-analytics-pairing-the-score-with-the-conversationhttps://craftcx.com/blog/chatbot-analytics-pairing-the-score-with-the-conversationChoose useful chatbot metrics, compare like-for-like results, and use conversation evidence to decide what to improve.Thu, 17 Sep 2026 00:00:00 GMTJason DugdaleSupport intelligencehttps://craftcx.com/blog/what-else-to-look-at-when-you-have-a-strong-deflection-ratehttps://craftcx.com/blog/what-else-to-look-at-when-you-have-a-strong-deflection-rateDeflection is useful. Conversation evidence explains whether a closed AI support conversation was a good outcome for the customer.Wed, 16 Sep 2026 00:00:00 GMTJason DugdaleSupport intelligencehttps://craftcx.com/blog/introducing-craftcxhttps://craftcx.com/blog/introducing-craftcxCraftCX helps support and product teams review AI support quality and find customer problems in the conversations their agents handle.Tue, 15 Sep 2026 00:00:00 GMTJason DugdaleCompany