Structural Chats

The support experience can be usefully thought of as being _part of your product_: users will not always be able to accomplish their goals in-app, and will instead need to interact with your product's support experience, whatever that is.

Amidst a rising sea of AI hype, we see LLMs being used in situations where it makes no sense.

This post introduces the pervasive problem of prompt-injection in LLMs and walks through three poor solutions for addressing it.

This post introduces a new approach to creating LLM-free support bots.

NLDs ("Natural Language Disambiguators") can be used in place of LLMs or SLMs when disambiguating among a set of structured commands.

Applications of the future will no longer be limited to static UI hierarchies, but will be dynamically assembled based on context, serving the long tail of user goals that either aren’t well-handled by existing UIs, or which are flat-out impossible.