Product & platform8 min read
The handoff problem: why agents should not start from zero
Escalation is where most deployments lose the customer. Carrying the full transcript, the intent and the systems state into the agent desktop changes the economics.
MFMarcus FeldAugust 5, 2026
Product & platform9 min read
Measuring containment without punishing customers
Containment rate rewards the wrong behaviour when it is the only number on the dashboard. Three metrics we pair with it in every deployment.
MFMarcus FeldJune 30, 2026