Applied AI

Practical, experience-driven writing on using AI in real businesses—strategy, implementation, tools, and real results.

When AI Resolves, Not Just Answers

There's a meaningful difference between an AI that answers questions and one that actually resolves tickets. Here's how to close that gap.

February 24, 2026

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The hidden cost of AI-first support? I've become the person customers only reach when they're already angry — and it's taking its toll.

AI Strategy

February 18, 2026

The hidden cost of AI-first support? I've become the person customers only reach when they're already angry — and it's taking its toll.

The AI gets the wins. I get the fallout. Nobody talks about this when companies go AI-first — but somewhere in those resolution numbers is a human absorbing 100% of the frustration.

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Most Companies Are Pouring Millions Into AI and Getting Nothing Back

AI Strategy

February 9, 2026

Most Companies Are Pouring Millions Into AI and Getting Nothing Back

We're in year three of generative AI. That's enough time to see clear patterns. Three obstacles are blocking most companies — and each one has a solution.

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How We Got Our AI Support Agent to Replace a Full-Time Human Role (and the Unglamorous Work It Actually Took)

Case Studies

February 3, 2026

How We Got Our AI Support Agent to Replace a Full-Time Human Role (and the Unglamorous Work It Actually Took)

Our AI support agent now saves us 100% of a human agent's time. Not 80%. Not 'mostly handles things.' A full human role — and it took unglamorous work to get there.

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Stop Blaming the AI. Your Hallucination Problem Is You.

AI Implementation

February 2, 2026

Stop Blaming the AI. Your Hallucination Problem Is You.

If your AI is hallucinating, you probably built a broken system and blamed the tool. Here are the four layers that actually eliminate the problem.

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I broke a man's heart today. At least, I hope I did.

AI Tools

January 29, 2026

I broke a man's heart today. At least, I hope I did.

He thought RB2B was only matching 5% of his visitors. His GA showed 800 sessions. His average engagement time was two seconds — and almost no one was coming back.

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We Never Taught Our AI This. It Answered Anyway.

AI Implementation

January 28, 2026

We Never Taught Our AI This. It Answered Anyway.

RB2B has no Google Sheets integration. It's not in our knowledge base. When a customer asked about it, Fin reasoned its way to a perfect answer anyway.

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You Waited 5 Hours to Avoid a 5-Second Answer

AI Strategy

January 27, 2026

You Waited 5 Hours to Avoid a 5-Second Answer

A user demanded a human at 11pm. By 4:30am they called our support 'terrible' — for a question our AI had ready to answer in under 5 seconds.

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I Didn't "Adopt AI." I Let It Take Over the Worst Parts of My Job.

AI Strategy

January 26, 2026

I Didn't "Adopt AI." I Let It Take Over the Worst Parts of My Job.

I went from Technical Operations Manager to Head of AI by starting with the work I dreaded most. AI didn't replace my job. It widened it.

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Claude Code This. Claude Code That. Here's the Actual Win.

AI Tools

January 26, 2026

Claude Code This. Claude Code That. Here's the Actual Win.

One very simple thing AI can do has already earned its place in my workflow, and everything else it's capable of is gravy.

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Work With Me

I help SaaS teams design, train, and optimize AI support agents that actually resolve tickets—not just answer questions.

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Have a question about AI implementation or want to discuss your support operations? I'd love to hear from you.

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