There was no ticket for it. No project brief, no roadmap item, no manager who pulled me aside and said this needs to exist. The QA process I built for our AI-generated responses started the way a lot of the most important work I’ve done started: I noticed something was wrong and couldn’t stop thinkingContinue reading “How I Built a QA Process Nobody Asked For”
Tag Archives: artificial-intelligence
The Hidden Ops Layer Behind a Great Customer Experience
When a customer interaction goes well, nobody thinks about why. The answer came quickly. The problem got solved. The person on the other end felt heard. The customer closes the chat and moves on with their day, and that’s exactly how it should work. What they don’t see is everything that had to be trueContinue reading “The Hidden Ops Layer Behind a Great Customer Experience”