Last week, I was talking to a PM who’d in the recent months shipped their AI agent. The metrics looked great: 89% accuracy, sub-second respond times, positive user feedback in surveys. But users were abandoning the agent after their first real problem, like a user with both a billing dispute and a locked account.

“Our agent could handle routine requests perfectly, but when faced with complex issues, users would try once, get frustrated, and immediately ask for a human.”

This pattern is observed across every product team that focuses on making their agents “smarter” when the real challenge is making architectural decisions that shape how users experience and begin to trust the agent. — Read More