Posts tagged "case study."
A pricing question, two contradictory documents, and one confident wrong answer that almost went out before anyone caught it. What actually happened, and what we changed.
A month of support conversations, from the chatbot's side — what it got right, what it escalated, and what it wishes people understood about the job.
The same customer question, answered three different ways — by an ungrounded AI, a poorly-grounded chatbot, and a well-grounded one — and what actually separates them.
A short, sincere eulogy for the 11:47 p.m. support ticket that almost got filed — and the quiet chain of events that meant it never had to be.
A single, realistic support conversation annotated turn by turn — what's actually happening behind each reply, from retrieval to escalation.
We ran our own help docs and blog through Lumen Chat and published the real list of questions it fell back on — and what we fixed because of it.
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