Featured noteProduct
January 2026 · 8 min read
Autonomous support systems should know when to stop.
The promise of autonomous support is not that every answer comes from a model. It is that every customer gets a thoughtful next step.
Read the note ↗A useful standard
“Answered” is not the same thing as “handled.”
Good support systems preserve the difference between an answer, a handoff, an inconclusive investigation, and a failed action.