Notes on AI assistants, customer experience, and the small businesses building with Zalena.
Big companies keep frustrating phone trees because customers cannot leave. Small businesses face the opposite risk, and it is their biggest advantage.
A tribunal held Air Canada liable when its chatbot invented a policy. Here is what Moffatt v. Air Canada means for small businesses, and how to stay safe.
Dental practices miss roughly 1 in 4 calls during business hours, and most callers never call back. Here is the data, and how to stop losing new patients.
A straight comparison of voicemail, human answering services, and AI receptionists: cost, coverage, escalation, and where each one genuinely wins.
The companies most able to fix their customer service have the least reason to. Here is the core idea, and where to dig into each part.
Small businesses answer only about 38% of inbound calls. Here is what missed and after hours calls really cost, and how to capture them safely with AI.
You're not confused because you're not technical. You're confused because vendors profit from it. A buyer's map of the five generations of business AI.
The average small business loses $126,000 a year to missed calls and unanswered messages. Here's why the loss stays invisible — and what it takes to see it.
Notes on AI assistants, customer experience, and what's working for the small businesses building on Zalena. No spam.