Unlock 127% Better Learning

By Kerry Robinson Hi, it’s Kerry here, back to host The Last Mile for a few weeks while Damian takes a well-earned break after graduating from college. ChatGPT will be nearly three years old when the next college year starts this fall, so Damian is probably one of the last cohort of students to start

Treat AI like a tool and it’ll act like one

By Kerry Robinson Talk shapes output. Most people treat prompting like a vending machine: press button, get snack. But LLMs aren’t mechanical. They’re behavioral – they pick up on tone, structure, and phrasing. Kerry Robinson put it well in his recent Substack post on why we often say please and thank you to AI, and why that’s

When Good AI Gives You Bad Numbers

By Kerry Robinson What gets measured gets managed. But what if you’re measuring (and managing) the wrong thing? For the last two decades, customer service has been ruled by metrics like average handle time, tickets closed, and first-call resolution. Those numbers showed up in dashboards. Those dashboards shaped behavior. But now those numbers are starting

Waterfield AI | Autonomous CX

By Kerry Robinson I used to think the best customer service was fast, friendly, and easy. Now I’m not so sure. In the past year, I’ve seen a different kind of gold standard quietly emerging. No service at all. Your refund gets issued before you ask. Your order re-routes before you notice a delay. Your

Waterfield AI | Teaching Robots To Talk

By Kerry Robinson Welcome to the first edition of ‘The Last Mile’ 😁 This is the follow up to our Teaching Robots to Talk series, because robots learned to talk, now we need to put them to work! That’s a bigger challenge that cuts cost across AI, CX, and IT, but we’ve got you covered:

Putting AI to work with MCP

By Kerry Robinson “What happens after we’ve taught the robots to talk?” That’s the question I posed two weeks ago, as conversational AI continues to trend towards: problem solved! This week, my colleague, friend and zen-master of AI-driven transformation, Dan Aslet, painted a vivid picture: they wander the corridors of your tech stack, bumping into locked doors!

Navigating the Jagged Frontier

By Kerry Robinson There’s something interesting going on in my inbox. On the one hand I’ve got Gary Marcus telling me LLMs are dumb because they can’t color maps properly.  But then AI platform providers and tech bros keep calling for the end of software, work, poverty… you name it!  So who’s right? Both! Welcome to the

The $20 billion contact center 🤯

By Kerry Robinson Last week Mark Zuckerberg let slip a mind-bender on Dwarkesh Patel’s podcast: “If the AI can handle 90 percent of a WhatsApp support call, we’ll probably hire more customer-service people, not fewer.” He was riffing on the idea that – right now – Meta could never afford to build a customer service center.  He

Own the Output of GenAI

By Kerry Robinson I had a spirited WhatsApp exchange last week that illuminates the gap in understanding of Generative AI at the highest levels in business.  My mate is a top insurance industry executive.  It started when I shared what I described as an incredible interview and a fantastic, nuanced, authentic feeling performance from Open AI