Brainfish Posts

Looking to cut through the AI hype and understand what customer experience leaders actually need? Our conversation with veteran CX leader Lauren Volpe, CCXP, reveals a stark disconnect between what vendors are selling and what frontline teams are experiencing. While conferences overflow with "revolutionary" AI solutions promising ticket deflection, CX leaders are struggling with overlooked fundamentals like legacy system integration and change management.

Customer experiences are a journey, not siloed departments, but most companies treat support, documentation, onboarding and technical help as disconnected functions. Brainfish's five ambient AI agents work as a unified team—writing documentation automatically, personalizing onboarding, preventing support tickets before they happen, handling complex technical issues, and tailoring experiences to different user types. Unlike traditional chatbots that promise deflection but deliver frustration, these agents observe how users actually interact with your product, sharing context and insights across the entire experience. Together, they transform CX teams from reactive firefighters to partners, letting humans focus on creative work while the agents handle routine tasks with proven results like 92% self-service rates and support NPS jumping from 60 to 77.

I just updated our help documentation last week, and it's already outdated." Sound familiar? Every SaaS company is fighting this losing battle while users struggle to find answers and support teams drown in repetitive questions. Ambient AI is finally solving this decades-old problem by automatically creating knowledge bases that understand user patterns, adapt to product changes, and update themselves without human intervention. The days of manual help doc maintenance are numbered – and that's something worth celebrating.

Your users don't want instructions—they want results. Research shows support teams handle an average of 21 tickets daily, many getting stuck in the cycle of repetitive explanations while users abandon complex tasks halfway through. But what if there was a better way? Brainfish API Actions bridges this "execution gap" by connecting directly to your systems to complete tasks for users, not just explain them.

AI in customer support is evolving beyond reactive chatbots to ambient intelligence that works proactively in the background, observing user behavior and providing help exactly when needed — without being asked. Like a modern video game that learns and adapts to your play style, this new paradigm makes products naturally intuitive while dramatically improving metrics from self-service rates to NPS scores.

Did you know only 1 in 5 companies rate their knowledge base as "very accurate"? SaaS leaders are drowning in help doc debt, spending up to 8.5% of revenue maintaining help content that fails to serve users effectively. This article unpacks the hidden costs of outdated documentation, showing how traditional knowledge bases create frustrating "context breaks" and erode user trust. Discover how self-generating knowledge bases are transforming support by automatically creating accurate content based on real user behavior—delivering ROI through reduced support costs, improved NPS, and faster onboarding.

‍90% ticket deflection!" The sales rep proclaimed proudly, not realizing that number was a glaring red flag. When you're drowning in support tickets, that kind of automation sounds like salvation, but if your AI is handling that many tickets, you probably have a bigger problem on your hands. The uncomfortable truth is that most chatbots are failing (spectacularly) and turning products into digital mazes that frustrate users and make everyone a little more skeptical about AI in customer support. - Daniel Kimber, CEO, Brainfish

90% ticket deflection!" sounds impressive, until you realize it's missing the point entirely. In our race to reduce support tickets with AI, we've forgotten what actually makes customer support valuable in B2B – helping users get important work done. We've watched this play out in companies everywhere, and the most successful ones aren't focused on deflecting tickets at all. They're using AI to understand why their power users rarely need help in the first place, creating experiences so natural that support becomes almost invisible. - Daniel Kimber, CEO, Brainfish

Ever notice how users who actually complain are just the tip of the iceberg? For every person who reaches out to support, 25 others are quietly giving up, finding messy workarounds, or worse...deciding your product isn't worth the hassle. The real kicker is that these silent struggles leave traces like that shiny new feature everyone seemed excited about but mysteriously stopped using. Thing is, we've been so focused on deflecting support tickets that we're missing these quiet signals of users slowly drifting away.

When users need help, they rarely write perfect questions - often typing just a single word like "delivery?" Our analysis of one million support interactions revealed patterns about how people actually seek assistance and what it takes to truly help them.

Traditional self-service often creates barriers between users and help, focusing on deflection over experience. Self-service with Brainfish, by contrast, anticipates needs, preserves context, and feels like a seamless part of the product. The result? Higher satisfaction, deeper product adoption, and better use of support resources. The key is building paths, not obstacles.

Capital Brief: The customer service software industry is both large and uniquely ripe for AI disruption. Australian startups like Brainfish are hoping to do just that.

In this blog, we'll examine strategies, tools, and best practices that can speed up your business support and ensure that your customers aren't just heard but heard swiftly and effectively.

Call center software plays an essential role in small businesses' success. Investing in the right call center software enhances customer experience, operational efficiency, productivity, and valuable insights. This article will review the top 10 call center software options and help you determine which one best meets your needs.

If you're wondering how AI can transform your customer support into customer care, consider this: It's not just about speed and efficiency. AI brings a level of intelligence and understanding to customer interactions that's more attuned to your customers' individual needs and preferences.

Brainfish is redefining how information about a product is collated, maintained, and articulated to customers - all in seconds. The new funds will be used to expand to new markets and further build out Brainfish’s suite of services for online businesses.

In customer service, Generative AI stands not just as a tool, but as a catalyst for innovation in customer interactions. As we’ve explored, this advanced technology brings to the table an unparalleled ability to understand, respond, and adapt to customer needs in real-time–redefining the dynamics of customer interactions.

Your brand needs to blend personalization with automation's efficiency to stand out. If you're looking to incorporate this in your customer support, we invite you to book a demo with Brainfish and experience firsthand how our AI can transform your help desk.

Expectations around business messaging have undergone a dramatic shift. Customers crave choice, speed, and the touch of human interaction, even amidst the advances in AI and chatbots.