Amit Kvint
Essays on AI agents in customer support — what they can take on, what they break, and what should stay human.
Latest writing
WPML Doesn't Work With My Shop
The vague tickets are often the most useful. Compatibility work taught me that the bug lives between products — and someone has to own that space.
Measure the Queue, Not the Bot
Deflection dashboards always go up. Resolution rate can be gamed too. What worked for us was refusing to give the AI its own scoreboard.
Scaling Support Without Hiring
The part nobody talks about is the years of unglamorous groundwork before it - and what the team became after.
Latest field notes
Field notes — week of August 27, 2026
Claude Fable 5.1 launches, Salesforce pushes agents into full workflows, Intercom syncs translated replies, and Decagon adds campaigns and web search.
Field notes — week of August 25, 2026
Fin gets memory, Zendesk bundles triage for free, Salesforce moves into Claude, Sierra dials the IVR, and the EU's bot-disclosure rule takes effect.