Customer Support

Next-best-action and strategic silence in customer outreach

Use AI decisioning to determine not only what to send, but when not to communicate (message suppression), helping prevent over-messaging and reducing the feeling of spam while improving customer experience outcomes.

Why the human is still essential here

Humans decide the business rules, compliance constraints, and escalation paths, and they monitor impact. AI proposes timing/actions, but people remain accountable for customer trust and relationship management.

How people use this

Suppress outreach after negative support interactions

AI detects recent dissatisfaction or unresolved issues and suppresses non-essential messages while recommending an escalation task or human follow-up instead.

Salesforce Einstein Next Best Action / Service Cloud

Cross-channel frequency capping for support notifications

AI enforces contact policies by pausing or delaying emails/SMS/push notifications when customers have recently received multiple communications.

Braze / Twilio Segment

Next-best-action decisioning: message, escalate, or do nothing

AI recommends the best next step (send a self-serve article, schedule an agent call, or remain silent) based on inferred intent and support history.

Zendesk AI / Intercom

Community stories (1)

Let's keep it real: Your team is still spamming your customers.

Let's keep it real: Your team is still spamming your customers.

I hear it from founders and teams all the time: “We’re using AI, but it still feels… generic.”
That’s because most implementations stop at automation.
Real personalization requires intelligence — context, insight, and strategic clarity.

Here’s what my experience has reinforced:

1. AI should elevate strategic decisions — not just churn recommendations.
2. Context matters more than raw data ever will.
3. Knowing when not to communicate is as critical as knowing when to.

Effective personalization isn’t about reacting to clicks — it’s about interpreting intent.

I'm here for it.

Curious about building customer engagement strategies that genuinely deliver?

💬 DM me

— Dr. Anthony Franklin | AI Strategy & Customer Intelligence

DAF

Dr. Anthony FranklinChairman of the Board

Feb 26, 2026