Customer service has usually operated on the premise of the company simply listening to what the customer is saying and responding accordingly. But what the customer says and how the customer actually feels are often completely different things, so companies might be optimizing for the wrong signal the entire time. A frustrated customer might ask a simple question, but the frustration underneath that question changes what they actually need from the interaction. Traditional

Most organizations understand AI needs governance. That part is easy enough. Boards allocate budget, compliance teams draft policies, and frameworks get adopted. But somewhere between the policy document and the actual work, governance becomes theater. The structures, the language, all seem correct. But nothing changes in practice. According to recent data, 60% of AI projects will miss their value targets by 2027, and that gap isn't due to technology. It's governance being br

The prevailing assumption about AI is that more information available to a model means better reasoning and more reliable outputs. But recent research shows that expanding a model's context window actually degrades its ability to follow instructions precisely ( Together AI, 2025 ). The important thing to understand here is that attention capacity is finite. When a model must distribute attention across a larger input, each individual token receives less focused attention. In