Journal
Notes from the queue.
Deflection is a metric for walls
Why we refuse to report the number every other vendor leads with, how we count instead, and what it costs us.
Read the essayVoice handoff mid-call, with the transcript attached
No hold music, no re-verification. The human picks up exactly where the agent left off.
Compiling plain-English policy into checks a model can’t override
How the policy engine turns “refunds over $250 need approval” into something that holds under adversarial prompts.
What 18 million resolved conversations taught us about tone
Apologise once. Never say “I understand your frustration”. Numbers, not adjectives.
Why handoffs are free, forever
Charging for handoffs would reward an agent that bluffs. We would rather lose the margin.
EU and UK regions, and what “residency” actually means
Where the transcript lives, where inference runs, and where the logs go. Spoiler: all three in-region.
The first week in the queue
Every new hire works support for five days. Here is what the engineers wrote afterwards.