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221 articles in AI Agents
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The Helpdesk-Agnostic AI Layer, Proven: One Platform, Four Helpdesks
Macha is a helpdesk-agnostic AI layer — the same agents and tools run on Zendesk, Freshdesk, Gorgias, and Front, with real read/write actions, not read-only widgets.
What to Automate First: A Maturity Model for AI Support
A practical maturity model for AI support — six levels from deflect to act, what to automate first, the metrics for each stage, and where teams get stuck.
Inside Macha's AI Support Automation Changelog: From Ship to Live Agent
Read Macha's AI support automation changelog — a behind-the-scenes look at how real, dated weekly releases (Feb–Jun 2026) become live agents in your helpdesk.
Deflection vs Resolution vs Automation: What AI Support Really Measures
Deflection, resolution, and automation measure three different things in AI support — and the metric you pick changes what your vendor optimizes for. Here's how to tell them apart.
Keeping AI Agents Safe: Confirmations, Read/Write Scopes & Guardrails
How to keep AI support agents safe: per-tool read/write scopes, confirmation gates, interactive vs autonomous limits, advisory cards, reversible actions and audit trails.
Build vs Buy: Connecting Your Own APIs to an AI Agent
Build vs buy is the wrong question for AI agents. The real fork is integration — here's how to connect your own REST APIs to an agent without months of engineering.
Autonomous vs Interactive AI Agents: When Each One Wins
Autonomous and interactive aren't two kinds of AI agent — they're two modes of the same agent. A practical framework for when each one wins, with real examples.
What Are AI Agents for Customer Support (and How They Differ From Chatbots)
AI agents resolve and act; chatbots mostly chat. What AI agents for customer support actually are, how they differ from chatbots, and where each one fits.
Introducing Agent Evaluation: An AI Judge That Grades Your Agents
Macha's Agent Evaluation runs an AI judge over your agents' past conversations — a percent-followed score plus a one-line reason for every call. A real run inside.
Introducing Studies: Bulk AI Analysis Across Your Whole Support History
Studies runs a structured AI analysis across thousands of Zendesk tickets at once — typed columns, a cost estimate before you run, a charted report, and results you can push back t
Sub-Agents Are Here: Build a Team of Specialist AI Agents
Macha sub-agents let one AI agent delegate to specialists — each with its own tools, model and knowledge. Build a multi-agent support team that triages, looks up orders, and escala
Introducing the AI Tool Builder: Connect Any API to Your Agents by Chatting
Macha's AI Tool Builder connects any REST API to your agents from a chat — describe the API, paste credentials, and it discovers endpoints, tests them, and builds tools.
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