Practical writing on web development, product design, automation and applied AI.
Automation
A three-tier framework for AI in social replies: what can be fully automated, what needs AI drafting with genuine human approval, and what should never be automated at all.
13 min read
Automation
A transparent ROI calculation framework for AI call centres: your own cost, coverage and answer-rate data, and why the value of an additional answered call is never uniform.
11 min read
Automation
Thirty pre-contract questions for AI call center software: telephony and connectivity, voice quality, routing and tools, compliance, and support — with what needs a written answer before signing.
9 min read
Artificial Intelligence
Why support and sales chatbot ROI need separate calculations: cost avoidance versus revenue creation, correct deflection accounting, and why incrementality is the hardest and most skipped step.
10 min read
Artificial Intelligence
Twenty-five requirements for evaluating AI chatbot software across knowledge, channels, integration, guardrails, analytics and governance — with the items worth treating as near-disqualifying.
9 min read
Automation
A six-phase roadmap for taking one AI customer communication use case from decision to measured production: scope, content, integration, testing, narrow launch and evidence-based widening.
13 min read
Artificial Intelligence
A component-by-component framework for AI chatbot build versus buy: seven criteria, what each path actually commits you to, and why the honest answer is usually a hybrid.
9 min read
Automation
Why telephony changes the build vs buy calculation for voice AI: real-time infrastructure, connectivity, concurrency and failover — and why it usually weighs more heavily toward buying than chat does.
9 min read
Automation
Connecting chat, call and social data through one shared taxonomy — not a combined dashboard — so a theme in one channel can be checked against the other two rather than read in isolation.
12 min read
Tell us what you want to build and we will work out the scope, timeline and approach together.
