Writing

AI support triage for D2C brands.

I built and shipped a production AI support triage system for a D2C operator. 61% auto-resolution, 94%+ classification accuracy, live in their inbox. This is where I write about what I learned: what the operations actually look like, why most support automation doesn't stick, and what the architecture decisions are that make the difference.

D2C · AI Support Triage · Operations

Why most AI implementations don't stick

The failure mode is almost always the same: the AI layer was designed before anyone understood how the business actually operated. Not how it was documented, how it actually ran.

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