Who wants a ticket? Customers want conversations Most customer service communications systems aren’t explicitly broken. They’re still doing exactly what they were designed to do. But the way they are doing it is not longer what customers expect. Take ticket…
The most dangerous outcome of unlimited building capacity is that you can become very good at fixing symptoms without eliminating the root cause. The bottleneck moved from technical risk to judgment. You need to know when a fix teaches you…
State machines help you answer “when” and “why” for customer changes Picture this: you run a query and find the count of active customers. Next week, you run the same query and get a different number. In the perfect data…
Knowing how Agents trigger, execute, and log raises the chance you’ll use them well – it also happens to be good engineering. I just submitted my first PR for an Agent, and learned a lot in the process. The biggest…
Make it easy to ship story-first graphics with Whether you write consistently or not, you need to compelling visuals to get attention. I’ve noticed the most effective illustrations are simple, well-produced graphics that look like hand-crafted slide deck graphics.…
Moving from “what’s going on” to “what does it mean” For a good portion of my career, I’ve been waiting for a robot to build me slides in a slide presentation. Not just any slides, but the kind of infographics…
libraries like Chart.js + simple weather data combine with a prompt to compare weather data in two sample cities Effective dashboards mean answering a small set of questions exceptionally well. You can have a beautiful design that progressively reveals information…
Chatbot outputs sometime seem like magic. The first time you feed a PDF to Google’s Notebook LLM tool and get a podcast that explains the document to you, it feels like magic. The second time you do the same thing,…
Photo by Debdut Chowdhury on Unsplash When you build your first “hello world” automation with Zapier, Pipedream, or n8n, you’re looking for simple things. Connect a trigger, run some steps, make a few decisions, and get a predictable outcome. For…
