The Spotlight: Autonomous Support

Ideas, playbooks, and real lessons from building autonomous support. Learn what works, what breaks, and how top teams scale CX with AI.

Product

Automated Ticket Resolution vs. True Deflection

Evaluate AI agents for autonomous resolution, not just deflection. See benchmarks, platform criteria, and what separates real resolution from productivity tools

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Engineering

Buy vs. Build AI Customer Support: Decision Guide

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Product

LLM vs SLM for AI Agents: Notch’s Hybrid Playbook

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Insights

You Cannot Cut AI Model Cost Until You Can Measure What Breaks

Everyone agrees not every task needs the most expensive model. The hard part is proving a cheaper one did not make things worse. Our AI Researcher walks through

Insights

Building Got Cheap. Deciding What Belongs in the Product Did Not.

When the people closest to a customer can build the answer themselves, effort stops being the reason a request gets declined. That opens real opportunity and cr

Insights

AI Document Ingestion Capabilities That Work for Insurance Operations

See how AI document ingestion turns insurance files into validated data, automated routing, and auditable decisions.

Insights

How AI Insurance Verification Works When Compliance Can't Be Optional

See how AI insurance verification confirms coverage in real time while keeping every decision compliant and auditable.

Insights

What Modern KYC Automation Solutions Actually Need to Do

Legacy KYC takes hours; modern automation takes seconds. Learn what separates a real-time, audit-ready KYC platform from a stack of disconnected vendor tools.

Insights

What Insurance Underwriting Automation Actually Looks Like in 2026

Learn how underwriting automation combines AI and rules to speed decisions, reduce manual work, and keep humans in control.

Insights

Will Platforms Die? When Your Customer's Agent Becomes the Interface

One customer call moved a line on our roadmap. If a customer's own agent can propose changes to your platform, the authoring surface loses its claim and the gov

Insights

Solving the Operational Bottleneck for Brokers

The real broker bottleneck isn't expertise, it's operational overhead. See how AI agents fix the workflow without scaling your headcount.

Insights

The Medium Is the Message. What Voice Authentication Taught Me About It.

A Product Implementation Manager on what happened when a simple ID-and-OTP flow moved from text to a live phone call, and why the happy flow proved nothing.

Insights

How we turn customer security requirements into features that unlock coverage

A look at how Notch's delivery team turns a customer's security standards into shipped features that let the agent safely handle more of their real traffic.

Insights

Beyond the Premium: The Operating Cost of a Lapsed Policy

A failed payment starts a state-mandated notice sequence the carrier pays to run either way. Here is where it breaks down, and what it costs when it does.

Insights

What AI Governance Really Means for the People Affected

AI governance is less about controlling the model and more about what its decisions mean for policyholders, claims professionals, and insurers.

Voice

Why People Prefer to Talk With AI When It Comes to Debt Collection

Collection calls create stress and avoidance. See why AI voice agents improve outcomes for consumers and collections teams and how Notch delivers it compliant..

Insights

Automated TPAs for Insurance: How to Integrate Into Your Team

Find out how AI-powered TPA automation replaces manual claims adjudication, document processing, and policyholder support with faster, accurate workflows...

Insights

Insurance Business Process Outsourcing: Which Elements of Your Business Should You Automate

Discover how insurance BPO is evolving in 2026. Learn which claims, policies, and billing workflows belong with AI agents vs. outsourcing teams....

Insights

How to Use AI for Claims Leakage Prevention

U.S. insurers lose billions to claims leakage. This guide walks through how AI-powered verification, triage, and QA prevent loss across your portfolio...