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Richard Moy

Richard Moy

Rich Moy is a senior performance content marketer at KIaviyo. He holds a BA in Communication from Rutgers University and an MFA in Nonfiction from The New School. With over a decade of experience working in tech, Rich enjoys transforming highly technical documentation into assets that make everyone feel a little smarter. Rich recently relocated from New York to Atlanta with his family, where he is finally learning how to make a decent bowl of grits.

Posts by this author

Richard Moy
Jul 6, 2026
AI customer service chatbot
Scripted chatbots deflect questions. AI customer service agents that read real customer data resolve them. Find out what separates the two and how to close the gap.
Richard Moy
Jun 29, 2026
How to deliver personalized support at scale on Shopify
Shopify AI customer service uses your store's data to answer each shopper personally, recommend the right products, and resolve issues without a human.
Richard Moy
Jun 29, 2026
Will AI replace customer service jobs?
AI won't replace customer service jobs so much as rewrite them. See the 2026 data on what to automate, where humans win loyalty, and the new roles to staff.
Richard Moy
Jun 29, 2026
The best multilingual AI customer service tools
The best multilingual AI customer service tools carry full customer context into many languages and channels. Here's what to look for, and where most fall short.
Richard Moy
Jun 29, 2026
How to prepare your team for agent-assisted support
As AI takes over routine tickets, your team needs new skills. See how AI customer service training prepares agents to supervise, escalate, and improve it.
Richard Moy
Jun 29, 2026
How to improve customer service resolution rate with AI
See how AI agents that act on customer data can raise customer service resolution rate and turn support into a revenue channel.
Richard Moy
Jan 26, 2026
The benefits and risks of AI in customer service
AI in customer service speeds up responses, cuts ticket volume, and frees your team for the conversations that matter. Here's what works, and what can go wrong.