Customer support in the AI era
Most AI-powered customer support is optimised for deflection, not resolution. The problem isn’t bad agents, it’s architecture: no shared context, no real permissions, no escalation path that works.
Marios Prifti
3 posts
Is the AI agent frenzy similar to the mobile app hype of the early 2010s?
In 2010, every business convinced itself it needed a mobile app. Fast forward to 2025, and the script is identical, just with AI replacing mobile as the technology everyone insists they can't afford to be without.
Hosting shared document services - WOPI
Ever wanted to build your own Google Docs-style document service? This post introduces WOPI, the open protocol that lets web applications embed Office document editing directly in the browser, while keeping your app in control of storage and permissions.