The LayBuild blog
How AI support agents work, and where they break
We build an AI agent that answers support questions from your own documents, says so when they don't cover the question, and lets your team take over the chat. These posts explain how that works, where it falls short, and how to measure it honestly.
1 to 9 of 10 articles
Running support
AI support for API companies: structure docs for retrieval
How API and developer tool companies should structure docs, error codes, changelogs and status for an AI support agent, and where the limits are.
8 min read
Running support
Voice vs text support agents: the engineering trade-offs
Latency budgets, speech recognition errors, turn-taking and cost structure for voice support agents, and why LayBuild is text-only today.
8 min read
Running support
Preparing an AI support agent for a sale spike
What to set up before a sale: pinned sale terms, Q&A pairs for shipping and returns, plan limits, rate limits, handoff staffing and a load test.
8 min read
Running support
What changes in support between 1,000 and 100,000 users
How question volume and mix shift as you grow, what to automate first, how to size a LayBuild plan, and where you still need people.
8 min read
Running support
What an AI agent can do about support team burnout
An AI agent can take repetitive questions off your queue and make the remaining work harder. How to plan for both, and what LayBuild does.
7 min read
Running support
How to Measure CSAT Score for AI Customer Support
How CSAT scoring works for AI customer support, where post-chat ratings mislead, and the no-answer and handoff rates to read next to the average.
8 min read
Running support
A playbook for getting more questions answered correctly
A repeatable method to raise the share of questions your AI support agent answers correctly: find the misses, diagnose them, fix content, measure.
8 min read
Running support
Keeping an AI support agent's knowledge current
What goes stale in a support knowledge base, a refresh routine that works, and how to script updates against the LayBuild API. No connectors required.
7 min read
Running support
Improving support agent answers with evidence, not guesses
A weekly loop for improving AI support answers: review fixed replies and low ratings, fix content before prompts, and watch LayBuild's auto-learning.
7 min read