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Notes from building voice AI and evaluation systems for Australian businesses. What we've learned shipping phone agents, in public.
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- 19 August 2026 · Brian Foody
Auto scaling for contact centres
Losing half of a 4-person contact centre doesn't double wait times. It makes them infinite. The century-old queueing maths behind every meltdown, and the release valve we built for it.
- 4 August 2026 · Brian Foody
Introducing warm transfer
Your AI agent answers the call, checks if you want it, and connects you live, or takes a message when you can't pick up.
- 20 November 2025 · Avi Santoso
Why your quality assurance scorecard is driving your team crazy (and how to fix it)
Traditional QA scorecards review only 1-3% of calls with metrics that contribute to agent attrition. Learn how AI-powered, objective scoring with 100% coverage can transform your customer service team.
- 2 November 2025 · Avi Santoso
Get started with fine tuning on your MacBook
How to train specialized AI models for PII masking on consumer hardware using mlx-lm, Qwen3-0.6B-4bit, PEFT, and QLoRA
- 1 November 2025 · Brian Foody
The problem with frontier models
How companies end up putting erratic AI geniuses on customer support
- 17 October 2025 · Avi Santoso
Without evals, AI development moves slower
Why proper evaluation systems are essential for maintaining development velocity as your AI applications grow in complexity
- 15 September 2025 · Avi Santoso
Crossing the uncanny valley of AI voice
How to handle function calls in voice AI applications without breaking user trust through awkward silences
- 28 September 2025 · Brian Foody
Just Go Live
Why you should skip the giant data transformation project and start building AI systems that learn from real-world feedback
- 3 September 2025 · Avi Santoso
Building equity in AI systems
How companies can build lasting intellectual property in AI systems by focusing on evaluation frameworks rather than prompt engineering
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