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Neal is the Head of Customer Experience at the Academy to Innovate HR (AIHR) and Host of Growth Support.
WordPress.com’s support team recently reported that about one in four conversations with their AI support assistant ends with a person, and in about half of those handoffs, it’s the assistant that suggests it, not the customer. That result comes from getting three specific things right…
Neal Travis · 12 Oct 2026
Most support teams set up a Zendesk Jira integration for one reason: they want engineering to see the tickets that need a real fix without support having to leave Zendesk to ask for it. The integration handles that part well. What it doesn’t solve is everything that happens after the Jira card gets created: That…
Neal Travis · 15 Sept 2026
AI data privacy for a support team all starts with one question: does your contract match your configuration? Your team wants AI that can dig into tier 2 and tier 3 tickets: pull the JIRA history, read the logs, and tell you what’s broken. That takes real system access — usually through an MCP server…
Neal Travis · 2 Sept 2026
Most Zendesk quality assurance (QA) programs run the same way: a team lead pulls a handful of closed tickets each week and scores them against a scorecard, usually somewhere between 2% and 5% of total ticket volume. The other 95%-plus closes without anyone looking at it. Your QA program has an opinion about a tiny,…
Neal Travis · 4 Aug 2026
A dog barks once in the background of an otherwise perfect call. The agent scores zero. A phone transfer drops the first two seconds of a handoff. The receiving agent is dinged for an incomplete greeting. A customer’s real name happens to sound like a profanity. An AI-powered QA system flags the agent for inappropriate…
Neal Travis · 21 Jul 2026
