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 pile of identical computer processors stacked on a wooden surface
Jul 30, 2026 • 5 min read

A better model shipped. Is yours a dropdown or a rewrite?

Frontier capability keeps getting cheaper at the same sticker price. The gain goes to teams who can change the model behind an agent without a rebuild.

A worker inspecting sheets under bright light in a factory
Jul 30, 2026 • 6 min read

Your AI agent should not have the final say. Here is why.

Costs are climbing while the gains flatten. The answer is not a smarter model, it is being deliberate about which decisions an agent makes alone.