Tagged ai-support
Essays and field notes tagged ai-support.
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.
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.
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.
Scaling Support Without Hiring
The part nobody talks about is the years of unglamorous groundwork before it - and what the team became after.