Susan Wairimu Mwangi

BoldDesk G2 Fall 2026 awards featuring Leader, Momentum Leader, ROI, and Fastest Implementation badges

G2 Fall 2026 Reports: BoldDesk Earns Recognition with 100 Badges

AI-to-human handoff workflow showing a support agent receiving context from an AI assistant during escalation

AI-to-Human Handoff: When Should an AI Agent Escalate?

AI agent autonomy model showing a progression from Level 1 assistance to Level 5 autonomous operation

AI Agent Autonomy Levels: 5 Stages and When to Use Each

AI agent for IT support providing automated assistance, troubleshooting, security monitoring, and user support services

AI Agent for IT Support and Service Desks: What’s Different from CX?

How to reduce support tickets with AI chatbot automation, self-service support, and improved customer assistance

How to Reduce Support Tickets in 2026: Pairing AI with Knowledge Base

AI vs human customer service: discover how automation and agents work together to balance speed, empathy, and efficiency

AI vs Human Customer Service in 2026: When to Use AI, Humans, or Both

Microsoft Build 2026 keynote stage with colorful BUILD display, speaker presenting, and icons for AI, cloud, and development tools

Microsoft Build 2026: Key AI Announcements Shaping the Future of Software

Reduce ticket reassignments with smarter routing and clear ownership for faster, more efficient support workflows

Webinar Recap: Stop Ticket Ping Pong with BoldDesk

AI customer support challenges illustrated by an AI assistant facing tickets, questions, and workflow complexity at a help desk

7 AI Customer Support Challenges (and Proven Fixes for 2026)