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New research: Customer service team evolution

We analyzed 166 interviews with support leaders, managers, and frontline specialists to understand what changed once AI Agents like Fin became part of everyday...

embassy-rs/embassy: Modern embedded framework, using Rust and async.

Superlinear Returns

Intercom is now a Shopify Plus Technology Partner

An NFT That Saves Lives

May 2021Noora Health, a nonprofit I've supported for years, just launched a new NFT. It has a dramatic name, Save Thousands of Lives, because that's what...

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2026 customer service planning series: Vol. 02

When AI Agents resolve the majority of customer conversations, the shape of your support team has to change. This is part two of our five-part...

Hacking washing machines – media.ccc.de

Hacking washing machines - media.ccc.de Severin von Wnuck-Lipinski and Hajo Noerenberg One Hardware Playlists: '39c3' videos starting here / audio Almost everyone has a household appliance at home, whether it's a washing machine, dishwasher,...

Crazy New Ideas

May 2021There's one kind of opinion I'd be very afraid to express publicly. If someone I knew to be both a domain expert and a...

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Setting the standard for support: What Spain’s new customer service law signals

Support teams in Spain just got the clearest signal yet that the old way of doing things won’t cut it anymore. That signal comes in...

Microsoft please get your tab to autocomplete shit together

November 26, 2025 • Programming What do you think is gonna happen after I press tab when looking at this screenshot? That’s right, its gonna do nothing and...

Fierce Nerds

May 2021Most people think of nerds as quiet, diffident people. In ordinary social situations they are — as quiet and diffident as the star quarterback would...

2026 customer service planning series: Vol. 05

Capacity planning has always been a high-stakes exercise in customer service. If you get it wrong, you’ll feel it quickly in backlogs and SLAs. AI...

PBS News Hour West to go dark after ASU discontinues contract

Capital Evolution: The New American Economy

My partner Seth Levine has an important new book out today titled Capital Evolution: The New American Economy.I saw it last night at the...

A Project of One’s Own

June 2021A few days ago, on the way home from school, my nine year old son told me he couldn't wait to get home to...

2026 customer service planning series: Vol. 04

Real-world example Anthropic ran a focused “Fin hackathon” sprint to improve their AI Agent’s resolution rate. The team audited unresolved queries, identified underperforming topics, and...

Necior/awesome-jj: A curated list of awesome Jujutsu things

Jujutsu (also known as jj) is a Git-compatible version control system. This repo contains a curated list of awesome articles, tutorials, videos, tools or other resources that...

The Toll of Stress on Startup Teams and Its Link to Founder Well-being

Startup Snapshot, a think tank uncovering the unspoken realities of the entrepreneurial ecosystem, has released its latest report, The Untold Toll (Part 2): Navigating...

How to Work Hard

June 2021It might not seem there's much to learn about how to work hard. Anyone who's been to school knows what it entails, even if...

Intercom achieves AIUC-1 certification: A new standard for trust in AI Agents

Trust has always been a first principle at Intercom, from our early investments in security and privacy to the globally recognized certifications that shape...
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