Articles

Notes on building agents that businesses can actually trust.

What is changing in agentic AI and customer experience, and what it means if you run support, service or operations. New pieces Monday, Wednesday and Friday.

A digital parking meter on a city street with cars passing behind it
Agent security • Sep 9, 2026 • 6 min read

Your AI agent's access should expire when the job does

Agentic AI spawns logins faster than anyone can track them. The control that scales is access scoped to one task and set to expire when that task ends.

Steel cabinets of servers, networking gear and cabling in a data centre aisle
Governance • Sep 7, 2026 • 5 min read

Zero retention at the model. Your logs keep everything.

Anthropic will let enterprises run Claude with zero data retention on their own cloud. That moves the harder question to what your own pipeline still keeps.

Rows of wooden card index drawers filling a long archive room
Governance • Sep 4, 2026 • 6 min read

Your AI policy is a document. Can you produce the log?

Microsoft's revised AI standard governs agent identities, tool permissions and actions, not just models. What buyers will ask is whether you kept the record.

A warehouse worker examining a parcel before sorting it into the right lane
Agent design • Sep 2, 2026 • 6 min read

Your support queue is three queues. Route it that way.

A roundup of seven agentic support platforms sorts every buyer into one segment. Your ticket queue is not one segment, and buying it as one costs real money.

A person drawing a detailed blueprint by hand with a ruler and pencil
Operations • Aug 31, 2026 • 5 min read

Agents go faster only on work you can describe | CX-Builder

An agent-run development model reports gains of two to three times, but only on well-specified work. The limit is not the model. It is how clearly you defined done.

Two heavy steel vault doors set into an old brick wall
Agent security • Aug 28, 2026 • 6 min read

Attackers are not after your model. They want the gateway.

Microsoft found intruders inside AI gateways and workflow tools, not models. That layer holds every credential you own. Here is what to check first.

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