Blog
Notes on running agents in production.
Product updates and field notes from building AI that delivers real work for software companies' customers.
// Customer Health Score: Make It the State a Job Holds
Customer Health Score: Make It the State a Job Holds
A customer health score usually ends at a CSM dashboard. It works harder as the state an AI job keeps checking and fixing for every account.
Read// MCP Authentication for SaaS: Every Call Needs a User
MCP Authentication for SaaS: Every Call Needs a User
MCP authentication guides explain OAuth for one caller. A SaaS MCP server gets five, and every call has to resolve to one user with that user's permissions.
Read// SaaS Implementation Is a Job, Not a Project Plan
SaaS Implementation Is a Job, Not a Project Plan
SaaS implementation guides plan a project and a cutover. For a vendor with many customers, it works better as a job the AI owns for each account.
Read// Agentic UX: Decide What the Agent Does, Shows, and Teaches
Agentic UX: Decide What the Agent Does, Shows, and Teaches
Agentic UX is usually framed as one autonomy dial. Shipping it in a real product takes a second: whether the user ends up knowing where the work lives.
Read// Credit-Based Pricing for AI Products: Five Choices We Made
Credit-Based Pricing for AI Products: Five Choices We Made
Credit-based pricing works for AI that does real work only if you settle five choices the guides treat as options. Here is what we chose, and why.
Read// What Is an In-App Agent? A Definition, and What It Is Not
What Is an In-App Agent? A Definition, and What It Is Not
An in-app agent lives inside a software product, knows who is signed in, and does work in that user's account. How it differs from widgets and copilots.
Read// AI Agents for Customer Success Teams: Work the Exceptions
AI Agents for Customer Success Teams: Work the Exceptions
Most AI agents for customer success teams make CSMs faster. The bigger change is AI owning a job for every account, so the team works the exceptions.
Read// Usage-Based Pricing Examples, Grouped by What the Unit Counts
Usage-Based Pricing Examples, Grouped by What the Unit Counts
Usage-based pricing examples from Twilio, AWS, Snowflake, Zapier and Intercom, grouped by what the unit counts, and what changes when an AI agent drives usage.
Read// MCP vs API: The Difference, and What Your MCP Server Leaves Out
MCP vs API: The Difference, and What Your MCP Server Leaves Out
MCP vs API: an API is a contract for code, MCP lets an AI model find and call tools. Why every MCP server is a subset of the API, and what that leaves out.
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