Conversational AI

The Role of Chatbots in Improving SaaS Customer Success

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Introduction The landscape of Software as a Service (SaaS) has undergone a dramatic evolution in the past decade. As cloud-based solutions have become integral to business operations, customer success has emerged as the cornerstone of sustainable SaaS growth. In this transformation, chatbots—powered by advances in artificial intelligence (AI) and natural language processing (NLP)—have ascended from … Read more

AI vs. Human: Who Wins at Customer Support in 2025?

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In 2025, customer expectations have never been higher. They demand instant answers, personalised guidance, and seamless experiences across every channel. As artificial intelligence (AI) tools mature, organisations grapple with a fundamental question: Should you lean on AI bots, human agents, or a hybrid model for your customer support? This in-depth analysis contrasts the strengths and limitations of … Read more