AI Ticket Deflection in IT Support: What the Numbers Really Look Like
82% of organisations using AI in ITSM report measurable ticket deflection, but deflection and resolution are not the same thing.…
Small Language Models vs Frontier Models for Agent Workloads
Frontier models still hold a clear lead on hard reasoning, but most agent steps are not hard reasoning. Here is…
AI Agent Security: Prompt Injection, Tool Poisoning and What to Do
One scan of 1,808 MCP servers reported that 66% had security issues. Here are the attack classes that actually matter,…
Human-in-the-Loop Design: Where to Put the Checkpoints
Approval steps are the difference between a useful agent and an incident report. Here is how to decide which actions…
The Hidden Cost of AI Agents: Token Burn, Latency and Retries
Gartner expects over 40% of agentic AI projects to be cancelled by end of 2027, and cost is a leading…
Agentic RAG: Why Retrieval Alone Stopped Being Enough
Classic RAG retrieves once and hopes. Agentic RAG plans, retrieves repeatedly and checks its own work. Here is what changed,…