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Notes on resolving support

Agents, guardrails, and the metrics that matter — from the team building Nimbus.

Latest

Jul 8, 2026 · Sofia Reyes · 1 min read

The handoff is the product

Every AI support tool demos the happy path. The real quality bar is the 30% of conversations the agent hands to a human — and what arrives with them.

Jul 1, 2026 · Elin Kovač · 1 min read

Guardrails that make autonomous refunds boring

The goal of guardrail design is not to prevent the agent from acting. It is to make every action so bounded and so logged that nobody worries about it.

Jun 24, 2026 · Ravi Menon · 1 min read

Shadow mode is the safest way to launch an AI agent

Let the agent draft while humans send. Measure agreement, not vibes. Promote it to autonomy one intent at a time.

Jun 10, 2026 · Sofia Reyes · 1 min read

Resolution rate is the only support metric that matters

Deflection counts tickets that went away. Resolution counts customers whose problem got solved. The difference decides whether AI support helps or hurts.