The AI skills gap
In 40+ interviews, senior engineers from major banks and consultancies showed strong backgrounds but little real AI fluency. No RAG, no agent frameworks. The gap isn't about skill, it's about exposure.
Marios Prifti
Building a customer support AI agent that learns before it speaks
A customer support AI agent built in stages: shadow mode first, internal notes second, auto-send only after the data earns it. A walkthrough of the architecture, the knowledge base design, and the lessons that held up.
LLMs everywhere, even in cars
LLMs are no longer a tab you open. They're the interface layer between intent and every system underneath. This post maps what ambient AI, edge inference, and agent-as-infrastructure mean for how you design modern software.
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.
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.