What AI agents actually are — and what most articles get wrong
I've read a lot of explainers on AI agents. Most of them conflate agents with chatbots, or make them sound more autonomous than they are. Here's a more grounded take.
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Writing
Practical articles on AI agents and business automation — written from direct experience, not theory.
Workflow automation for SMEs: where to start and what to skip
Most automation advice is written for enterprises. Here's what actually applies to a 15–50 person company trying to automate their first meaningful process.
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What we actually talk about in a discovery call — and what you should prepare
I run a lot of discovery calls. The ones that go well have something in common. The ones that don't, also have something in common. Here's the pattern.
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Building an AI customer support agent: what we learned from doing it three times
The third time you build something, you start to see what actually matters. Here's what I'd do differently on the first two, and what we've standardised since.
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The cost of not automating: how to think about it without the hype
Every article about automation ROI is full of made-up percentages. I want to try a different approach — a way to think through it that doesn't require you to trust the numbers.
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