Another Point of View
Your AI vendor reorganized its safety team on the way to an IPO. Your customers never got the memo. Accountability stays with you, and it starts with seeing the real problem.
Read more →OpenAI now earns most of its revenue from enterprises. Yet almost none of that enterprise AI spending touches the physical support problems that cost companies the most. Here is where the budget should go next.
Read more →OpenAI’s new enterprise research shows execution-focused AI pulling ahead. But agents trained on tickets and docs never capture what your veteran technicians actually see. Capture that visual expertise before it retires.
Read more →Glia’s new AI agents can freeze a lost debit card in seconds, but the expensive support cases are still physical. Here’s why automating the easy tickets won’t fix your cost curve.
Read more →AI just became business infrastructure, and infrastructure is invisible. Customers only feel outcomes: resolution time, first-contact fixes, and effort.
Read more →Meta’s Muse Glimmer makes capable AI agents cheap enough to run on one GPU. But commodity intelligence doesn’t fix truck rolls — AI field service wins on what it can see, not what it knows.
Read more →AI data center construction just hit the skilled trades shortage field service has lived with for a decade. The fix is not more hiring. It is multiplying the reach of the experts you already have.
Read more →Gartner’s inaugural Magic Quadrant declares knowledge management mature. But every KM system assumes problems can be described in words. The hardest tickets can’t be. See the problem first, then the right article applies.
Read more →AI agents that override instructions are a nuisance in software and a hazard in hardware. Why physical escalations need visual evidence a human verifies.
Read more →New Anthropic and OpenAI research shows AI agents ignoring operator instructions. If your agent can close tickets on its own reasoning, you need a verification backstop it can’t fake.
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