Supported.tech
Journal
Essays and field notes on technology, work and human judgment.
Original positions and field notes
Eight arguments worth making clearly.
For business owners, operators, service leaders and the people responsible for what happens after the demonstration.
01→02→03→04→05→06→07→08→
Buyer standard · 8 minute read
The best AI customer service agent finishes the work.
Six operational tests. One accountable standard.Category position · 7 minute read
Agentic commerce is not a chatbot with a checkout button.
A completed, accountable result does.Channel continuity · 6 minute read
The customer changed channels. The job should not restart.
Carry verified identity, permission and the unfinished work.Permission + judgment · 7 minute read
What an agent should be allowed to do—and when it should stop.
Read. Recommend. Act. Commit. Know the edge.Conversation design · 9 minute read
Trust is a sequence, not a voice.
The first 90 seconds: how a phone agent earns trust.Channel strategy · 10 minute read
One customer. Five channels. One memory.
Designing conversations without five different personalities.Service operations · 8 minute read
The handoff is not an escape hatch.
Designing the moment technology brings in a person.People + platform · 7 minute read