The Ledger
Every statement that passed quotation and attribution checks. Mix any filter with any other: certainty 1/5, debate potential 5/5, or both at once.
why aren't all 5 resolved? a statement only gets an assessment when the public record can support or contradict it. opinions and what-ifs never can, and 0 checkable ones are still open, waiting for their date. predictions held up or didn't; assertions are supported or contradicted. on every card: ▮▮▮▮▮ certainty · ▮▮▮▮▮ debate potential. speakers are clickable
McDermott: Automating Support Drives Increased Human Escalations
“One of the things that we say is automation drives escalation. You know, as I automate something, more and more people, the Alex's of the world are pressing zero and asking to talk to the operator. And that isn't coming away.”
McDermott: Lack of backend APIs is the primary blocker for AI agents taking action
“I think if you don't have an API on that system, we can't swivel chair yet. With an AI agent effectively or, you know, reliably. And, you know, we can vibe code and build the integration for them, but the API has to be there. And so mostly the blocker, like wh…”
McDermott: Autonomous continual learning creates an unverifiable black box for enterprise support
“When we're changing the machine and we're writing new articles and we're building new macros, it's sort of easy for the humans who own that machine to understand what's going on. Like the head of support technology can be like, yep, yep, that is the correct wo…”
McDermott: Traditional customer support metrics are obsolete in an AI era
“Customer service is this human powered factory, right? The metrics are ones of throughput and effort. It's like tickets today, per day, time to first response. You know, all of these things where you're measuring productivity, average handle time. In an AI wor…”