Maximilian Aoki

Expert since

Accepting new projects

Starting at:

Industry specialties:

No items found.

Services Offered:

No items found.

About

Good AI agents need good managers

The backbone of any successful agentic solution is good, human management

Maximilian Aoki

Voiceflow blog hero: End-to-End Resolution

Can AI Resolve Support Tickets End to End? Yes, With Conditions

Deflection is not resolution. What it takes for AI to close support tickets end to end: grounding, actions, and controlled escalation, with real resolution rates from Tico and Trilogy.

Generative AI for customer service hero graphic

Generative AI for Customer Service: What Works and What Breaks

A practitioner's guide to generative AI for customer service: the real use cases, the honest failure modes, and how to deploy it safely with grounding.

Customer Service Metrics and KPIs: What to Track in 2026

A grouped, usable guide to customer service metrics and KPIs, with formulas and the AI-era metrics (deflection vs resolution) the standard lists miss.

AI customer service software hero graphic

AI Customer Service Software: How It Works and How to Choose

What AI customer service software is, how it works, and seven criteria for choosing a tool, from resolution vs deflection to model control, data ownership, and cost.

The Best Fin Alternatives for Enterprise Customer Support in 2026

Salesforce just acquired Fin (formerly Intercom). Here are the best Fin and Intercom alternatives for enterprise customer support, and how to choose.

Human-Agent Handoff: Best Enterprise AI Customer Service Platforms (2026)

Voiceflow, Fin, Ada, and Sierra compared on how they hand off to human agents, what a good handoff requires, and how each one is priced.

Share your Functions

Build and submit a Function to have it featured in the community.

Share your Function

Developer Docs