Insights and thoughts on AI, technology, and building better systems
Traditional QA scorecards review only 1-3% of calls with metrics that contribute to agent attrition. Learn how AI-powered, objective scoring with 100% coverage can transform your customer service team.
How to train specialized AI models for PII masking on consumer hardware using mlx-lm, Qwen3-0.6B-4bit, PEFT, and QLoRA
How companies end up putting erratic AI geniuses on customer support
Why proper evaluation systems are essential for maintaining development velocity as AI applications grow in complexity
Why you should skip the giant data transformation project and start building AI systems that learn from real-world feedback
How to handle function calls in voice AI applications without breaking user trust through awkward silences
How companies can build lasting intellectual property in AI systems by focusing on evaluation frameworks rather than prompt engineering
