Notes on AI customer service, and the work of doing it right.
Perspective on support automation, earned autonomy, and The Dividend Standard from the team building Celeste. Subscribe by RSS.
AI customer service, for the founder answering email at 11pm
The AI support headlines are all about big companies cutting teams. Most businesses are one overloaded owner. That story is different, and better.
Read moreAI is freezing the first rung. Support is where it starts.
Entry-level support jobs are vanishing through a quiet hiring freeze, not layoffs. The hidden cost is the institutional knowledge that rung used to produce.
Read moreThe AI wealth debate is aimed at the wrong balance sheet
Taxing AI vendors captures a thin slice of what automation actually moves. The bigger pool sits with the buyers who pocket the saved salary.
Read moreYour AI's guardrails are probably just suggestions
The 2026 wave of AI agent failures has one root cause: safety rules written as prompt instructions the model can reason its way around. The fix is structural.
Read moreWhy AI customer service should earn autonomy, not assume it
Most AI support tools go live on day one. We think that is backwards. Here is the case for letting an AI agent earn trust one topic at a time.
Read moreKlarna cut 700 support jobs for AI, then hired humans back
Klarna replaced 700 support agents with AI, quality dropped, and it reversed course. The real lesson for AI customer service is earned autonomy.
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