Rebuilding Client Service Around AI
Eight research passes into what should actually run an AI-first support org. The answer: own the control plane, rent the transport.
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- It is built, and you can open itThe three addresses, and what the build cost to learn: 24 phases running, a state change down from 19 seconds to 2.9, and three bugs that only appeared once real clients were driven through it. Open →
- What becomes an issueTransitions close and open, attempts only move a counter, delegations hang off a task that stays open. The rule for telling them apart, plus the sub-issue and issue-type limits, tested rather than assumed. Open →
- The questions we parkedFive unresolved threads written down on the page: HubSpot's fate, personal WhatsApp capture, who owns stability, whether Sales joins, and where the record really lives. Open →
- The map, live in the pageThe playbook stops being a screenshot: the pannable, zoomable state machine now sits embedded inside the brief itself. Open →
- One system, five handsOne playbook system across CS, coaching, finance and sales. The relay grows from three hands to five, and the research drops to an appendix. Open →
- Trimmed, and annotatable everywhereThe storage section loses its closing explainers, and the feedback layer grows up: diagrams, images, tiles and table rows all become tappable. Open →
- Where everything livesOne repo for all ~1,000 clients, no files in git, an object store as the system of record, and Drive as the human drafting surface. Open →
- Why GitHub Issues is the substrateGitHub named this pattern, documented it, and ships its own code through it. The routing engine needs no model in the loop at all. Open →
- Two working screensProse gives way to product: the queue a CSM opens each morning, and the whole book of clients as one severity tree. Open →
- The real playbook, measuredCauseMatch's actual sheet: 6 playbooks, 37 phases, 113 transitions, 68% of it agent-drivable, and the six gaps that block unattended running. Open →
- The decision briefOutcome first: the chosen stack as a wiring schematic, eight research passes each stamped with what it eliminated, and 14 options scored. Open →
No version matches that search.
Alongside
- The playbook, drawnSix playbooks as one zoomable state machine: every phase a card, every valid result an arrow to the phase it routes to. Open →
- The CSM's daySix tasks, each a GitHub issue carrying its plan, the client context and the agent's draft waiting for approval. Open →
- Book health, as a treePlaybook to branch to phase to client, every node filled with the blended severity of the leaves beneath it. Open →