Trust & Governance
Everything we've written on trust & governance.
AI Governance for Support Leaders Who Aren't Engineers
You don't need to code to govern AI well. Here's what to demand from any AI support system.
Permissions and Limits: Deciding What Your AI Agent Can Do
An AI agent should only do what you've explicitly allowed. Here's how to scope its power.
Preventing AI Hallucinations From Reaching Your Customers
A confident wrong answer erodes trust fast. Here's how to keep hallucinations away from customers.
How to Audit Your AI Support Agent's Decisions
You should be able to replay any AI decision and understand it. Here's how to audit one.
Fail-Closed by Default: Designing AI That Stops When Unsure
When an AI agent isn't sure, the safe default is to stop, not to guess. Here's why that matters.
Data Privacy in AI Support: A Practical Guide for CX Teams
AI support touches sensitive customer data. Here's how to keep it private and compliant.
Grounding AI Support in Real Data (and Never Faking It)
An AI agent should answer from your real systems, never a plausible guess. Here's how grounding works.
Receipts for AI Actions: What Auditable Support Looks Like
Every action an AI takes should leave a receipt you can read later. Here's what one contains.
Why an AI Agent Must Be Checked Before It Acts
A model that can refund, cancel, or email a customer needs a check before it acts. Here's why.