AI agents, RAG, and integrations — notes from production.

E-commerce

How Confidence-Based Escalation Works in AI Support Agents

Confidence-based escalation is how an AI support agent avoids hurting CSAT - which signals feed the escalate decision, how to combine them, and how to tune it.

E-commerce

What Is an AI Support Agent, Really? (Not a Chatbot)

An AI support agent doesn't just chat - it calls your order and returns APIs to resolve tickets end to end, and escalates the uncertain ones to a human.