Capacity planning has always been a high-stakes exercise in customer service. If you get it wrong, you’ll feel it quickly in backlogs and SLAs.
AI changes the dynamics of capacity...
My partner Seth Levine has an important new book out today titled Capital Evolution: The New American Economy.I saw it last night at the Boulder Bookstore in the New...
December 2020To celebrate Airbnb's IPO and to help future founders, I thought
it might be useful to explain what was special about Airbnb.What was special about the Airbnbs was how...
Real-world example
Anthropic ran a focused “Fin hackathon” sprint to improve their AI Agent’s resolution rate. The team audited unresolved queries, identified underperforming topics, and created or updated content to...
The current 25H2 build of Windows 11 and future builds will include increasingly more AI features and components. This script aims to remove ALL of these features to improve...
April 2022One of the most surprising things I've witnessed in my lifetime is
the rebirth of the concept of heresy.In his excellent biography of Newton,...