Notes on building, shipping & securing the web.

AI · 10 min

Why Do AI Chatbots Hallucinate?

AI chatbots can produce confident but false information due to training incentives that favor guessing over admitting uncertainty. Learn why human oversight is crucial.

AI · 14 min

What Is an AI Customer Support Agent?

Explore how AI customer support agents handle requests by using approved data, completing workflows, and escalating complex cases to humans for better service.

AI · 11 min

AI Support Agent vs Chatbot: Which Fits Your Business?

Explore how AI support agents and chatbots differ in handling customer support tasks, from scripted responses to connected actions that resolve issues effectively.

AI · 13 min

How to Train an AI Support Agent

This guide explains the step-by-step process to train an AI support agent, from defining its scope to testing and launching it safely in your support system.

AI · 12 min

How to Add an AI Chatbot to WordPress

Explore the essential steps to integrate an AI chatbot into your WordPress site, focusing on approved content, human escalation, and secure installation for reliable customer interaction.

AI · 12 min

AI Agent Support Workflow Examples That Work

Explore practical AI agent workflows that balance automation and human oversight to improve support quality across WordPress, Shopify, and CRM systems.

AI · 5 min

How we shipped a support agent that resolves 62% of tickets

The architecture, evals and guardrails behind a production AI agent — and the three mistakes we made first.

AI · 5 min

RAG for small teams: a knowledge base in two weeks

A pragmatic stack for turning your docs into an assistant your team actually trusts.

AI · 5 min

Fine-tuning versus better prompting: a practical decision guide

When a fine-tuned model is worth the data work and maintenance, and when prompting, retrieval and a good eval set get you there faster.

AI · 5 min

Building an AI sales assistant that reps keep using

Why most sales copilots are abandoned within a month, and the design choices that made one stick with a 40-person sales team.

AI · 5 min

Voice agents on the phone line: latency, handoffs and honesty

What it takes to put an AI voice agent on a real phone line, from sub-second response times to clean transfers and clear disclosure.

AI · 5 min

Giving AI agents tool access without handing over the keys

Scoped credentials, server-side policy, confirmation steps and prompt-injection defenses for agents that can take real actions in your systems.