Invisible Labor of AI: The Truth About RAG, Agents, and 'Learning'
Most AI systems don’t actually learn — they rely on hidden human work to keep them useful.
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Most AI systems don’t actually learn — they rely on hidden human work to keep them useful.
Apple’s Hold Assist mutes more than just music—it threatens a billion-dollar industry built on waiting.
We're becoming very efficient at not understanding our own work.
Walk into a modern contact center and you'll feel the strain: customers expect instant, personalized support; agents juggle multiple disconnected systems; executives are told “AI agents” will fix it all. Yet too often, reality falls short.
True modernization starts with understanding your challenges, not just upgrading your tools.
Transforming customer experiences with intelligent design and automation.
Understanding the foundation principles that make AI implementations successful.