Technical deep dive1 min read
The support ticket router that took us three tries to get right
Our first two attempts at automatic ticket routing made things worse. The third one shipped because we stopped optimizing for accuracy.
6 articles
Topic
AI Agents
Tool-using, autonomous and semi-autonomous systems, and how to keep them safe.
Most read
Featured1 min read
What we tell customers before turning on an AI agent
Six sentences we make every customer read and confirm before we enable autonomous replies. Most of the value is in what we exclude.
Analysis1 min read
Why we still keep a human in the loop for refunds over $200
Our agent could technically approve these on its own. The data on why we still do not is more interesting than the policy.
Opinion3 min read
The Job Search Has Changed. And We're Optimizing for the Wrong Thing
You can have 10+ years in your field, a strong CV, the right certifications, and a track record of actually delivering results and still never get a chance to speak to a human.
Latest
Guide9 min read
The SEO Delivery Bottleneck: Why More Clients Can Break a Good Agency
How growing SEO teams can identify capacity constraints before they become missed deadlines, inconsistent quality, and client friction.
Guide2 min read
Learn Programming with AI as Your Copilot
Learning to program can be a daunting task, but with the advent of Artificial Intelligence (AI), the landscape of programming has changed significantly.