Most contact center AI projects never leave pilot. Here's why. Companies aren't struggling to build one bot. They're struggling to operationalize AI across 150+ intents, policies, and edge cases — without creating another silo. After automating 1B+ minutes on the phone, we built something different: AI that builds itself from your best agents' calls. AAA went from 23% → 75% automation success with @Replicant_AI. Watch how we do it 👇 [video] 📢

On Thursday, I walked my 88-year-old mother all the way to her airport gate without flying. I used TSA’s new, free Gateside program, which lets TSA PreCheck members escort someone to the gate. Great idea. The application process? Still a little… alpha. 😄 To save you the struggle, here is what I learned: 1️⃣ Apply 1–3 days before your airport visit. 2️⃣ You’ll apply through the TSA Gateside site using Login dot gov. 3️⃣ Don’t wait for an approval email - I never got one. Go back to the site, hit Apply again, sign in, and check the Dashboard. You may need to show your approved status to the TSA agent. 4️⃣ Once approved, the airport part is easy. I just showed up with my ID and TSA found my approval. ‼️ Important: If the person you’re escorting doesn’t have PreCheck, go through the regular security line with them. The instructions indicate you should go to the TSA pre line, but it is wrong. Hope this saves someone some digging. Now surprise someone at the gate. ✈️ tsa.gov/precheck/gateside-ts…

Didn’t they say that Siri is becoming smarter with iPhone 18?

My bet- no. The AI tech we have today with the models that are already In use can feed the next 3 years of AI adoption and growth.

The same @united designer gave a green color to a working network and a 37 minutes delay. Did someone say- if we color it green people will not be as upset?

People on X: "Running AI locally on your phone is so cool!" Everyone who used Claude Code on a laptop: "What I really want is a 1-hour battery life for my iPhone."

Claude is down. That's the breaking news. But if you check its status page, you'd see it is down, A LOT. AI is not a toy anymore. You should treat it as such. status.claude.com/

United Airlines employees- when you get on board, do you connect automatically to the wifi? This is the only explanation I have to why no one from United's IT fixed the FIVE minutes process of getting online.

RFPs are dead. They just don't know it yet. In a time when you can vibecode a new feature in hours, does it matter to spend months asking companies what they have right now? You are measuring the past when you need to measure the future and the vendor's innovation velocity.

Someone asked me today if UX is important in the era of LLMs. It is. A conversation is an interface, and how you run it matters. This is something @AnthropicAI is usually better at than @OpenAI. As another example, it took ChatGPT about a year to catch up with this feature, which makes editing a prompt possible again.

Sometimes a product earns your loyalty all over again. My @googlenest alerted me that my AC had failed — hours before I would have noticed on my own. By the time I would have walked into a hot house, the tech was already done fixing it. I liked Nest before; now I love it (It was the capacitor, if anyone's curious.)

Welcome back to "What's wrong with your customer service?" — Episode: @EufyOfficial Someone waiting at my door. I'm miles away. No remote access to my smart lock. Eufy support? Email only. Marked URGENT. In the next day, 1,258 words of copy-paste troubleshooting that ignored everything I said. 🔑 "I'm out of the house" — said twice. Ignored. 🔑 "Both locks affected" — said three times. Kept asking "which one?" 🔑 "Not an internet issue" — said clearly. Still got router/WiFi reset suggestions. This wasn't AI. Humans on templates... somehow worse than a 2020 chatbot. It resolved itself after 24 hours, exactly the system outage I flagged in my FIRST email. In 2026, companies still skipping proper AI front-ends + empowered humans? It's a solved problem. Fix it. 20+ smart lock brands exist. Why choose the one that leaves guests (or family) stranded outside? Share your stories — let's learn the patterns.

My father's people philosophy at work: ↑ Kick upward → Respect your peers ↓ Be kind to everyone below you I've turned this into my favorite reference check question for executive candidates: "In one sentence, describe how [candidate] treats their peers, their reports, and their leaders." I learn more from this question than almost any other.

The real problem with AI “vibe coding” isn’t the coding. It’s the spec. In customer service, we see agents built from outdated knowledge bases, partial system data, and agent interviews. That’s a bad spec. Garbage in, garbage out. The real spec already exists: millions of successful agent calls. 📽️ how @Replicant_AI does it vimeo.com/1172267291