Field notes

Notes on automation.

• 1 September 2026 · 5 min read

  What an AI agent can (and can't) do for customer support

  A grounded look at where AI agents genuinely save time in customer support — and where a human still needs to be in the loop.

• 18 August 2026 · 4 min read

  One-time software vs. the subscription treadmill

  Why paying once for a system you own can work out better than another monthly SaaS bill — and what to actually check before choosing either.

• 4 August 2026 · 5 min read

  What manual data entry actually costs your business

  A simple way to work out what re-typing the same information across tools is really costing your team — and when it's worth automating.