Notes from the team
On customer support, AI, and the boring parts that decide everything.
Short, honest essays from the team building Keloa. No SEO sludge, no listicles, just things we actually thought about while shipping.
13 May 2026·6 min read
The per-resolution pricing trap, and why we charge per reply instead
Per-resolution AI pricing sounds aligned with outcomes. In practice it lets the vendor define the outcome, and the bill scales with their definition. Here's the math.
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12 May 2026·6 min read
Deflection rate is the wrong metric. Here's what to measure instead.
AI support dashboards are addicted to deflection rate. It's an easy number to make look good while customers are quietly worse off. Three honest replacements.
metricsai-supportcsat
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11 May 2026·6 min read
The EU AI Act becomes enforceable on 2 August 2026. Here's what SMBs actually need to know.
The Commission's enforcement powers under the AI Act switch on this August. For European SMBs using AI customer support, here is what's genuinely changing and what is theatre.
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See the product behind the writing.
Read about it for ten minutes, or try it yourself in two.