How AI Agents Are Changing Customer Support
Practical patterns to automate support without sacrificing experience—from routing to human handoff and measurable KPIs.
Long-form notes from shipping AI products and platforms in production.
Practical patterns to automate support without sacrificing experience—from routing to human handoff and measurable KPIs.
Architecture habits that keep multi-tenant systems stable as usage grows—without rewriting core flows every quarter.
Browse the full archive—engineering notes, playbooks, and product lessons.
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Where to start, what to automate first, and how to quantify ROI when ops teams are already stretched thin.
Grounding, eval suites, and failure modes we watch when retrieval-augmented features ship behind auth.
Isolation strategies that balance security with engineer velocity across Postgres, queues, and background jobs.
Ship less JS by default, add hydration where interaction demands it, and keep Core Web Vitals honest.
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