Our articles
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
8 min
What a social housing landlord’s chatbot really shows in production
53% of conversations with a social housing landlord’s chatbot take place outside office hours. What tenants ask, and where to start.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
13 min
Public transport chatbots: the 2026 state of play (100 networks)
We tested the chatbots of 100 public transport networks with 7 traveller questions. 11% have one, and none hands over to an agent.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
9 min
Airport chatbots: the 2026 state of play (105 airports analysed)
40% of the European airports studied have a chatbot. They answer flight questions well, but far less so on parking or in the traveller’s language.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
13 min
AI chatbot resolution rate: how to measure it properly
Deflection, automation, resolution: three metrics often confused. How to measure an AI chatbot’s real resolution rate, conversation by conversation.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
9 min
How to improve an AI chatbot’s resolution rate in 5 steps
Improve your AI chatbot’s resolution rate without starting over: rank topics by impact, read 20 conversations, fix one thing, then measure again.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
9 min
AI chatbot RFP: 12 questions to ask vendors about resolution rate
The 12 questions to ask AI chatbot vendors about quality measurement, a scoring grid and the clause to write into your specifications.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
8 min
Resolution rate: how Intercom Fin, Zendesk and ViaSay define it
A 2026 comparison of how Intercom Fin, Zendesk and ViaSay define resolution rate: customer silence, escalation, denominator and billing.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
7 min
Knowledge gaps: find what your chatbot doesn’t know and fix it
A knowledge gap is a question your chatbot lacked the information to answer. How to detect them across 100% of conversations, and how to fix them.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
7 min
Chatbot CSAT: measuring the experience across 100% of conversations
A chatbot’s CSAT relies on the minority who vote. How to measure the experience across 100% of conversations, and what to do when the two disagree.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
3 min
GDPR chatbot call for tenders: the security criteria to require
Write a call for tenders for a GDPR and AI Act compliant AI agent. Download our Excel template with 60+ security and compliance criteria.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
6 min
AI chatbot call for tenders: how to write the specifications
A free guide to writing the call for tenders for your customer service AI chatbot: step-by-step method, specifications, templates and tips.
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Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
Select, edit, rotate, resize any layer even if it's projected in 3D space.
5 min
Build or buy an AI chatbot: the figures you need to decide
In-house chatbot or off-the-shelf solution? Real costs, timelines, risks, and the cases where building in-house is genuinely justified.
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