Ideas, patterns and field notes on AI, automation and the operations underneath them — written from inside the rollout rather than from the outside looking in.
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Customer Experience
Containment rate is the easiest number in support automation to move and the easiest to fake. Optimize it before resolution quality and you will build an agent that protects the queue from the customer. Here is what to measure instead, and in what order.
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Leadership
Enterprise AI does not usually die in the model. It dies in review, waiting on a document nobody was assigned to write.
Artificial Intelligence
Aviation did not get safe by hiring better pilots. It got safe by assuming good ones would fail, and writing down what happens next.
Technology
The job description keeps changing. The job has not: give the person on the other end something they can act on.
6 in total. Everything here comes out of running the work rather than watching it.
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Customer Experience
The first metric a team names is the one its design starts serving. Name containment first and containment is what you get.
Leadership
Enterprise AI does not usually die in the model. It dies in review, waiting on a document nobody was assigned to write.
Artificial Intelligence
Aviation did not get safe by hiring better pilots. It got safe by assuming good ones would fail, and writing down what happens next.
Technology
The job description keeps changing. The job has not: give the person on the other end something they can act on.
Artificial Intelligence
Rewrite every prompt, move platforms entirely, and a good evaluation set still tells you whether the new thing is better.
Automation
Escalation is not an edge case. It is a permanent, high-traffic route, and most agent programs design everything except the exit.
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