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I’m speaking at AI Engineer Sydney
I’m speaking at AI Engineer Sydney this December. My talk is called “Half our handoffs are the bot’s idea.” The talk is about part of my work on the Dotcom AI Squad at WordPress.com and how our AI support assistant decides when to hand a conversation to a person. (A handoff is when the assistant…
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Building a drum practice site with Claude and Spacefast
I play the drums, and my son has started learning too. I wanted a quick place we could both go to for rudiments. Rudiments are short practice patterns for your hands, and most drumming is built from them. My son could practise along with it, and I could brush up on paradiddles and the other…
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Deflection is not a support strategy
Job Thomas on why AI didn’t create the problem in support, it made it easier to see.
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How our support bot decides to get you a human
Most people have been stuck with a support bot that won’t let them through. I work on the opposite problem, teaching ours to notice when it should step aside.
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