Posts

When an AI triage agent falls short on a hard incident, it’s usually in one of three ways. It’s slow, because much of its time goes to relearning your environment. It’s vague, because nobody told it what the answer should look like. Or it’s confidently wrong, because nothing checked the answer before you acted on it. Each has its own fix, and none of them is waiting on the next model. ...

Your ticket queue already contains the FAQ you haven’t written. To get it out, group the questions before comparing them against what you have — and count not just how many customers asked, but how long they kept asking. The backlog was written by the people who will read it. Someone answers the same question for the fourth time in two weeks, notices, and writes an FAQ article if the week is quiet. That is how most knowledge bases grow. It works, and it has a predictable blind spot: it finds the questions that annoy whoever is on shift, and misses the ones spread thinly enough that nobody noticed — which are exactly the ones a written article serves best. ...

Agent autonomy is usually pictured as a ladder — a low rung where the agent does a little on its own, a high rung where it runs nearly unattended, and the job is to climb. There’s a sharper way to read the same progression. Each step up isn’t more autonomy in some general sense; it’s one specific decision moving out of human judgment, or out of code, and into the agent. ...

Every week, an automation pulls PagerDuty data and writes a trends report — top services, alert noise by rotation. Humans read it at the weekly review and adjust priorities. The report goes into Notion or the team wiki. A week later, someone asks an agent — “what are the recent PD trends?” The agent has MCP access to both PagerDuty and the team’s docs. Retrieval finds the report. It matches the query perfectly: same words, polished structure, topical headings. The agent answers from the report. ...

Step back to what the customer actually wants when things break, and the answer is short — service works, fix is fast, customer informed, no repeats. PagerDuty, Grafana, Datadog, Sentry, Slack — each does its job, and each does it well. But those are the team’s tools, not the customer’s vocabulary. The implementation reflects a specific constraint: every layer of the existing stack was designed around what humans need to do incident response. When the responder changes from human to agent, the right question isn’t “what does each tool become.” That’s tool-first thinking, and it accidentally preserves the existing shape. The cleaner question is layer by layer: does this layer’s function exist for the customer, or does its form exist because humans need it? Functions survive — customers are permanent. Forms are up for renegotiation when the actor doing the work isn’t a human anymore. ...

Most production AI agents are static. The prompt you ship is the prompt you keep — until somebody reads enough output to notice a recurring failure, edits by hand, and ships a fix. The cycle takes weeks; most failures slip through it. A self-evolving agent shortens that loop, but it has to solve one structural problem first: a model auditing its own output is bad at it. Same-model audit produces self-deception — the auditor rationalises the same blind spot the triage agent just exhibited. The fix isn’t more prompt engineering; it’s a different model. ...

The LLM sits between two boundaries you have to defend. On the input side, treat it as an untrusted destination for sensitive strings. On the output side, treat what it produces as user-input-controlled — because prompt injection makes it so. The LLM is not a trusted insider. Most threat models for LLMs in production treat the model as the security boundary: “the prompt says don’t leak the API key.” That’s a wish, not a control. The real boundaries are around the model — at the data going in and the data coming out. ...

A cheap classifier should pay for the expensive investigator. Three stages — deterministic pre-filter, lightweight classify, full triage — let the cost shape match the value shape on a queue of mixed-value events. Spend tokens where the work is. The easy way to build an agent on a queue is one prompt that does everything: receive an event, decide if it matters, pull the data, write the response. One prompt, one model call, simple to ship. ...

The same triage agent running on your laptop and running server-side off an alert webhook looks like the same agent — but how much agency you give the LLM should be completely different on each side. Locally, you should let the LLM stretch out: hand it the MCPs you’ve set up for investigation, let it pick which tool to call, let it choose its own path, let it backtrack and try a different hypothesis. Discovery is a feature. You’re standing right there — every step shows up on your screen, and you can redirect at any time. ...

Most AI agent setups that disappoint their teams don’t disappoint because the model is wrong. They disappoint because the agent was asked to reason about systems it can’t see. A triage agent without PagerDuty access produces a vague analysis. An on-call agent without metrics hallucinates a root cause from alert titles. The agent isn’t bad; it’s undercontexted. Context engineering is the long game, and it has a structure. Specifically, it has four techniques — not a staircase. Each one matches a different shape of context source, and which ones apply depends on what you already have. A team with a CLI-heavy internal stack will spend most of its effort on technique 3. A team whose vendors all expose public MCPs might never touch technique 2. What remains true, regardless, is that technique 4 — bundling — is what turns any subset of the others into a team asset. ...