Why Support Should Move to Cloud-Based Agents
Cloud-based agents can carry support work across knowledge, tools, guardrails, and human handoffs for both customer and internal teams.
Editorial archive
Field notes on cloud support agents.
Notes on building, operating, and trusting cloud-based agents for customer support and internal service work.
Topics
A small taxonomy for durable ideas.
ThoughtworkProductTrustField Notes
Current reading paths
All notes.
Editorial lanes
What belongs here.
Support operations
Practical notes on customer context, internal service lanes, escalation paths, and review.
Agent governance
Guardrails, approvals, audit trails, and operating rules for agents that touch real support work.
Human handoffs
How agents collect context, stop at the right boundary, and carry cases back to people.
Knowledge systems
How teams keep policies, product state, and support answers current across channels.
Begin
Deploy an agent where support work happens.
Use these notes to shape a governed support agent for customers, employees, and the teams that help them.