When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

Backed by 42CAP and Dreamcraft Ventures, Waypoint AI is helping fast-growing software companies reclaim 15% of engineering capacity spent on customer-reported escalations. SILICON VALLEY, CA / ACCESS ...

When I was a developer in 2002, I joined a startup computer software company as a product support engineer. In this support role, my developer mindset gave me a unique perspective of the ...