Writing

Field notes.

Practical writing on AI support systems, workflow automation, and the product engineering that sits around the model. No thought-leadership fluff — just code, architecture, and delivery.

March 20261 min read

Building AI Support Agents Operators Actually Trust

What changes when you design AI support systems around escalation paths, grounded answers, and response ownership instead of a demo.

AI SupportOperations

February 20261 min read

When RAG Is Worth the Complexity for SMB Teams

A practical framework for deciding when retrieval adds real value, when a workflow engine is enough, and what business teams actually need from AI search.

RAGKnowledge Systems

January 20261 min read

Shipping AI Workflows Without Breaking Existing Ops

How to add AI into real service businesses without forcing teams to throw away the tools, processes, and accountability structures they already rely on.

WorkflowDelivery

January 20261 min read

AI Customer Support Automation for SMB Teams

A practical guide to automating customer support for smaller teams without sacrificing handoffs, trust, or answer quality.

AI SupportSMB

December 20251 min read

AI Workflow Automation for Service Businesses

How service businesses can automate routing, approvals, and operational coordination without replacing the process discipline they already rely on.

WorkflowService Businesses

November 20251 min read

Building Internal Knowledge Bases for Operations Teams

A practical look at designing internal knowledge systems that make SOPs, process notes, and documentation usable during live operational work.

Knowledge SystemsOperations

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