Blog
Field notes from the front line
How the best support teams use AI without losing the plot, plus what we learn running Volt.
Practice6 min read
Deflection is a vanity metric. Measure resolution instead.
A ticket that never reached your team is not the same as a customer who got what they needed. Here is how we count the difference.
Marisol OrtegaHead of Support, Kettle
Engineering8 min read
Guardrails for an agent that can move money
Letting software issue refunds sounds scary until you see the limits, approvals and audit trail around every single action.
Noor HaddadStaff EngineerProduct5 min read
Writing help center articles an agent can actually use
Five small habits that make your docs better for customers and for Volt at the same time, with before and after examples.
Eli BrennanProduct Lead