Notes
What building these systems taught me, written down while it’s fresh. Every claim comes from a system in the case files.
- Why our support agent has no reply tool on chatOn chat, the agent's final text is the message, so there is no reply tool to skip. A model that logged replies it never sent stopped once the tool went.
- Measuring an AI support agent without asking anyone to rate itRead the outcome from what people sent: as-is, edited or replaced. Judge quality apart, with a blind judge in alternating order; a person approves learnings.
- Intercom Fin, Freshdesk Freddy, or a custom AI support agent: how to choosePick Fin or Freddy if your help centre answers most questions and no other system is involved. Go custom when a case needs action in billing, trackers or Slack.
- Approval steps for AI agents that touch moneyMake money-moving actions requests a person approves, need a second admin to cancel, never act on silence, and take identifiers from context, not the model.
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Tell me about the process that eats someone's week.
What it is, who does it, how often, and what goes wrong when it’s late. I reply within one working daywith a scoping call or an honest reason it isn’t worth automating.