Tagged ai-support
Essays and field notes tagged ai-support.
Field notes — week of October 12, 2026
OpenAI brings custom voices to GPT-Live, Anthropic ships fast-mode GA and OpenTelemetry tracing, and Intercom adds workforce management and skill routing.
Field notes — week of October 5, 2026
Sierra and Meta propose a Personal Agent Protocol, Decagon open-sources PACT, Anthropic ships Haiku 5.5, and DeepL launches an EU-sovereign tier.
The Weekly Reading
The most important part of running an AI support agent was an hour a week where two people read what it had actually said to customers.
Field notes — week of September 28, 2026
Anthropic funds engineer training, OpenAI adds computer use, Sierra and Decagon join OpenAI's marketplace, and Lokalise and Crowdin ship updates.
Field notes — week of September 21, 2026
Opus 5.5 and GPT-6 ship, Sierra argues for transparent agents, Decagon expands to Benelux, and DeepL reaches Copilot, ChatGPT and Claude via MCP.
What Should Never Be Automated
Every report was classified before a human saw it. The share that went to the agent is the number people ask about. The rest decided what the team became.
Field notes — week of September 14, 2026
WPML ships 5.0, Decagon adds Generative Analytics and adversarial testing, Sierra earns AIUC-1 certification, and DeepL Voice preserves speaker tone.
Field notes — week of September 7, 2026
Sierra ships multimodal agents, Decagon governs self-improving Autopilot, Intercom adds Fin connectors, and Lokalise tests AI translation on your own content.
The Agent Was Wrong All Tuesday
A demo runs on a world the system already knows. Production hands it a bug that appeared this morning, and the agent answers confidently all day.
Field notes — week of September 3, 2026
Sierra open-sources a benchmark for agents that build agents, Fin reaches into Snowflake, Intercom times every handoff, and Lilt ships in-context preview.
Field notes — week of August 31, 2026
Anthropic ships ant apply, Salesforce folds Agentforce into every edition, Crowdin and Lokalise post AI-quality updates, Decagon details inference gains.
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.