blog & insights
Field notes on AI
in customer service.
Practical articles on how AI is reshaping support, sales and post-sales — written by the team building Tera plus.
all articles
- channels
April 18, 2026WhatsApp customer service with AI: what works (and what drives customers away)
WhatsApp is the #1 channel in many markets. Here are the conversation patterns that convert and the classic mistakes that burn the brand.
6 min read - operations
March 25, 2026The metrics that matter when AI joins customer service
AHT, FCR, CSAT, deflection rate. Which to push up, which to push down and how to read the numbers without fooling yourself.
7 min read - security
February 14, 2026Data privacy and AI in customer service: what to lock down before scaling
Processing personal data with AI models requires specific care. Here's the minimum checklist to sleep at night.
6 min read
