the cresset blog
If you are putting money into AI for support, make sure the CRM is not left standing on the touchline.
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Playbooks lets your agent follow your runbooks with precision, logic and flexibility, handling high-stakes workflows the way your best people already do.
Even the most capable agent cannot drive impact alone. It needs context. It needs data. It needs access. That is where integrations come in.
As teams get serious about AI support they start asking how they should be paying for this. And, more to the point, what they are actually paying for.
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Your monthly look at the AI reshaping customer service
Templates and guidance for a support function that uses agents and people to their fullest.
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It is not about adding AI to your team. It is about building the team around it. Here is how.
Teaching an agent our testing standards turned risky refactors into routine improvements. Here is the method.
See how leading support teams are redrawing their org charts to scale automation with structure, clarity and impact.
Performance does not come from the model alone. It comes from integration.
What if your agent did not just forget the conversation—what if it never remembered it in the first place?
The most inventive CX leaders are building ACX teams—dedicated functions with clear roles, goals and accountability for AI service.
Learn how the Signal Context Layer lets agents draw on live business data to deliver sharper, more accurate service.
Meet the AI manager—the new CX role driving smarter automation, better resolutions and a radically more efficient support team.
Our spring launch brings smarter voice AI and tools that help your agent improve over time, including Coaching, Scorecards, Playbooks and Recommendations.