Articles
Practical writing on AI agent testing, chatbot testing checklists, knowledge-base audits, escalation, and the operating work required before AI support reaches customers.
AI agent testing
A support-specific AI agent testing checklist for policy coverage, source citations, stale answers, escalation rules, and launch go/no-go decisions.
AI chatbot testing
A practical chatbot testing checklist for support teams checking accuracy, policy safety, escalation, tone, and re-contact risk before launch.
Knowledge-base audit
A step-by-step AI knowledge base audit for finding stale articles, policy conflicts, missing intents, weak citations, and unsafe automation scope.
AI support readiness
A practical six-dimension framework for auditing knowledge, policies, testing, handoffs, owners, and metrics before an AI support agent answers customers.