RMRobin Monnierinrobinmonnier.com·1d ago · 16 min readField notes from running customer support AI in productionThe demo is easy. Anyone can wire a language model to a chat box and get a reply that sounds right. You show it to a room, people nod, someone says "this changes everything," and they are not wrong. B00
RMRobin Monnierinrobinmonnier.com·May 20 · 8 min readWhy AI-native CX is widening the gap between mid-market and enterpriseFor the last two years, the public conversation about AI in customer support has been about vendor capability. Could the model actually do the work? Could it issue the refund, not just draft the reply00
RMRobin Monnierinrobinmonnier.com·Apr 28 · 15 min readFrom hours to outcomes: rebuilding customer support for the AI eraThe Uncomfortable Secret of Every BPO in the World Every Business Process Outsourcer (BPO) has a dirty secret, and it is one that nobody wants to voice out loud during a Quarterly Business Review: the00
RMRobin Monnierinrobinmonnier.com·Apr 20 · 4 min readOnepilot & Forbes 30 Under 30: Why the Future of Customer Care is a Technical Infrastructure Problem.Last week, I was honoured to be included in the Forbes 30 Under 30 Europe 2026 list for Retail & E-commerce. While accolades are a rewarding moment of reflection, for me, this recognition is primarily00
RMRobin Monnierinrobinmonnier.com·Jan 4 · 7 min read2025 in Reflection, Welcoming 2026When I wrote about entrepreneurship on my own terms in April for World Autism Acceptance Day, it was a statement about identity, choice, and the freedom to shape how I work and build. I wasn’t trying to score wins or tick boxes. I was setting a direc...00
