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2026

An AI Pilot Needs an Operating Thesis
How We Built an AI CSR That Escalates to Humans Instead of Replacing Them
Human Review Is Part of the System
Surface Is Not Operations
Agent Demos Need Interfaces
When Not to Build an Agent
The Requested Tool Is Not Always the Bottleneck
Bring Real Examples, Not Abstract Requirements
The Decision Packet Is the Deliverable
Workflow Assessment Before the Build
The First Call Is Not a Sales Trap
Most AI Problems Are Operational Problems
A Tool Pile Is Not a Product
The Workflow Is the Product
Do Not Hire Around a Broken Workflow

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B

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C

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E

examples1

F

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H

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I

inspection1
interfaces1

O

operations9

P

platforms1
product-thinking2

R

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T

technical-notes1
trust1

W

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workflow-design5
workflow-intake1
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