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Insights, guides, and news about AI-powered customer support, voice agents, and contact center intelligence.
9 Ways Live Chat Improves Customer Service (and how to make it work)
Live chat has quietly become one of the most effective customer support channels because it matches how customers want help today: fast, low-effort, and in the moment. Adoption reflects that shift....
Six shifts every support org will face in 2026
GZP Reality Check 2026 Changes that will define cost-to-serve, customer effort, and retention in the AI-first era. Most companies in 2026 will add AI. Fewer will rebuild the service operating model...
The operating model behind AI-first customer service
Better, faster, cheaper Cost reduction is the small win. The big win is capacity: 24/7, multilingual, consistent service that frees humans for judgment-heavy work. Customer service has lived under...
Your AI Will Only Be As Good As Your Knowledge
GZP Reality Check Humans can compensate for patchwork knowledge. AI can’t — it will confidently repeat whatever it finds, including contradictions, policy drift, and stale workarounds. There’s a hard...
The New Support Workforce Is Hybrid
GZP Contact Center Strategy As automation absorbs volume, support becomes an outcomes function — handling complexity, emotion, and cross-team coordination. Everyone in support has a “why.” For some...
How Agentic AI Turns Repetitive Requests into Instant Resolutions
L1 Support, Rebuilt Level 1 support exists for a reason: customers need quick answers and fast fixes. Password resets. Subscription changes. “Where’s my invoice?” “Is there an outage?” “How do I...
The End of “Your Call is Important to Us.”
The GoZupees Manifesto We’ve all been there. The endless hold music, the robotic voice that doesn’t understand, the frustration of repeating your issue for the third time. For decades, the phrase...
A Practical 30/60/90 Plan for AI-First Customer Support
GoZupees Playbook A simple rollout plan that protects customer trust, reduces chaos, and helps agents feel the benefit. Most teams approach AI-first support the way they approach new software: pick a...
What is RCS Messaging, and Why Should Service Brands Care?
Trust + action in one thread Verified branding and interactive UI make RCS a better channel for high-stakes service moments like delays, appointments, outages, and billing. For years, business...
The AI-Native Company: A Manifesto for the Business Of 2026
AI Strategy In Action 10 Commandments of adopting AI as part of your DNA This document is an edited and expanded version of the GoZupees internal manifesto, based on our daily practices and the...
Why WhatsApp Belongs in Your Support Stack
Lower Effort, Faster Resolutions Why WhatsApp Has Become Crucial for Better Customer Support Why WhatsApp Has Become Crucial for Better Customer Support Customer support has changed shape. It’s no...
How to Build an AI-Ready Knowledge Base for Customer Support
AI can make customer service faster, more scalable, and more consistent but only if you stop treating knowledge as “documentation” and start treating it like infrastructure. Most companies try to...
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