GUARDRAILS2026-02
Guardrails That Prevent Automation Disasters
Confidence thresholds, human-in-loop checkpoints, retry logic, and the difference between a workflow that works and one that destroys your CSAT.
6 minREAD →
FIG 00 — FIELD NOTESNotes from
Notes from
the Field.
Tactical writing about automation, guardrails, and ops reliability. No thought leadership. No AI predictions. Just things we've learned from building and maintaining production workflows.
MEASUREMENT2026-02
How to Measure Deflection Without Harming CSAT
Deflection is only good if customers are actually helped. Here's how to measure it properly — and when to stop automating.
5 minREAD →
PLAYBOOK2026-03
Top 10 Workflows That Save 50+ Hours/Month
The most impactful automations we've shipped, ranked by hours saved. Includes real metrics from production deployments.
8 minSOON
RELIABILITY2026-03
Automation Reliability Checklist
The 20-item checklist we use before any workflow goes to production. Monitoring, alerting, fallbacks, and audit logging.
4 minSOON
FIELD_NOTES2026-04
What We Learned from 50,000 Tickets
Patterns, anti-patterns, and the 3 things every support automation gets wrong on the first try.
7 minSOON
Short, tactical, diagram-driven. Published when we have something worth saying.
No Fluff