#support-agents
Every post tagged "support-agents".
13 posts · showing 11–13
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The Support Org After Agents: Fewer Tickets, Harder Tickets
The residual isn't a random sample of the old work — it's specifically the hardest cases, with the easy ones that used to provide pacing and training removed. Support got here first.
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One Query Is Rarely Enough: Iterative Retrieval for Agents
The search wasn't broken — it answered the question as typed, which isn't the question that was asked. Making retrieval a tool the agent calls repeatedly needs one signal most retrievers refuse to give.
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The Triage Agent That Should Have Been a Filter
A routing agent replaced a set of rules and made the common case slower, pricier, and less predictable. The lesson isn't "don't use agents" — it's that judgment is worth paying for only where judgment is required.