Maria Lupu
Maria writes about support operations and the craft of customer conversations.
Guides
88
Support that sounds human: why tone beats speed
Fast replies matter, but the businesses that win on support feel personal. Here is how to keep an AI assistant on-brand and…
Opinion
92
The ethics of AI that sounds like a person
Undisclosed mode is powerful and controversial. Where we landed on disclosure, guardrails, and doing right by customers.