Writing
Notes on AI, product, and support.
- Aug 9, 2026
The Ticket Is Dead. Long Live the Trajectory.
You can't automate what you can't name. Tickets tracked tasks for humans; agent trajectories track goals for machines — and human review moves up a level of abstraction.
- Aug 9, 2026
Customer Zero Is an Agent
Build the product for agents. Shape the codebase for harnesses. Converge your internal and external tools — the same customer class now uses both.
- Aug 1, 2026
Ten Astra proofs, examined
A skeptical, cited visual guide to ten research claims attributed to OpenAI's Astra model.
- Apr 28, 2026
The slop tax
AI made words cheaper. Reader attention got scarcer. The intersection is slop — communication that looks finished but makes the reader do the thinking.
- Dec 31, 2025
Support in 2030: the customer won't ask you - their agent will
My bet for the next half of the decade: support becomes agent-to-agent by default.