Building a chatbot that actually deflects tickets
Most chatbots fail because they're scoped to the wrong intents. Here's how we instrument deflection from day one.
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Writing
Notes on shipping production AI.
Tactical playbooks, field notes, and engineering writeups from real deployments — not vendor brochures.
Voice agents in regulated industries
Lessons from deploying AI voice in healthcare and finance — escalation patterns, audit trails, and compliance gates.
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The integration layer is the product
AI surfaces are interchangeable. Your CRM, helpdesk, and calendar wiring is what makes automation reliable.
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