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 man on a phone call rubbing his forehead while looking at a laptop
Operations • Sep 21, 2026 • 5 min read

Customers don't want faster replies. Stop the handoffs.

A five-minute reply that leads to three transfers costs the customer more than one slower answer that fixes it. Count the handoffs, then build them out.

A hand marking a wooden plank with a pencil against a yellow tape measure
Operations • Sep 18, 2026 • 5 min read

Your agent will be judged on numbers you never wrote down

Gartner expects over 40% of agentic AI projects to be cancelled by 2027 for unclear value. Measure the process first, or you can't prove the agent worked.

A structured cabling patch panel with network cables running in neat parallel rows
Architecture • Sep 16, 2026 • 6 min read

Integrations should outlive the agent you built them for

MCP makes each tool connection reusable instead of custom glue per agent. It changes what you maintain and what you must vet before it touches your data.

A row of blue and grey suit jackets hanging on black hangers along a shop rail
Platform choice • Sep 14, 2026 • 6 min read

A support agent built for your industry fits your rivals too

The agent market is splitting into platforms and specialists. A specialist support agent fits your industry's average customer. Your edge is in the exceptions.

Close-up of rotary dials and toggle switches on an industrial machine control panel
Agent design • Sep 11, 2026 • 5 min read

Most of your work does not need an autonomous agent

EY published a way to score how agentic an AI system is. The useful move for a business is picking the lowest score that still finishes the job.

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.

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