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Independent, source-cited writing on cloud communications — original research alongside the best work published elsewhere.
3 pieces
Containment is not resolution, and optimising the first destroys the second
A support agent can post excellent containment numbers while making customers angrier. The metric that separates the two is uncomfortable and worth adopting.
Telling people they are talking to a machine
From 2 August 2026 this is a legal requirement in the EU, with specific rules about how it must be presented. It is also, independently, the thing that makes automated support tolerable.
Article 50 for messaging teams: what the AI Act's transparency rules require
A reading of the transparency obligations that took effect on 2 August 2026, focused specifically on automated conversations rather than AI in general.