https://amitkvint.com/ Twenty years running customer support and the teams behind it. Essays and field notes on AI agents in support, support operations, and multilingual customer experience. en https://amitkvint.com/writing/measure-the-queue-not-the-bot/ https://amitkvint.com/writing/measure-the-queue-not-the-bot/ Tue, 01 Sep 2026 00:00:00 +0000 Deflection dashboards always go up. Resolution rate can be gamed too. What worked for us was refusing to give the AI its own scoreboard. https://amitkvint.com/writing/scaling-support-without-hiring/ https://amitkvint.com/writing/scaling-support-without-hiring/ Tue, 01 Sep 2026 00:00:00 +0000 We took an AI agent from 10% of the queue to all of it in six months. The part nobody talks about is the two years of unglamorous groundwork before it - and what the team became after. https://amitkvint.com/writing/your-ticket-queue-is-a-defect-log/ https://amitkvint.com/writing/your-ticket-queue-is-a-defect-log/ Tue, 01 Sep 2026 00:00:00 +0000 The operating model I inherited was the obvious one - volume goes up, you hire. The queue never got smaller by clearing it faster.