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AI agents in production
What we learn building and operating agents for real customers, written by the team that ships them.
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Nos pidieron un agente que prospecte solo, y el proceso de ventas todavía no existía
Antes de automatizar la prospección con un agente, el proceso de ventas tiene que estar armado, escrito y funcionando a mano. Sin eso no hay nada que copiar.
Ignacio Puig MorenoSeptember 4, 2026 · 4 min readThe shadow spreadsheet: how a backup copy becomes the real system
A backup spreadsheet takes about twelve weeks to become the real system. What it costs to fix depends on the week somebody actually looks at it.
Cristian PereyraAugust 21, 2026 · 6 min readAll articles
August 19, 2026
3 min read
Do you have to clean up all company data before deploying an AI agent?
The exact minute an agent answers wrong because of data written from two places, and what actually has to be sorted first. Not the whole company.
Iván ItzcovichAugust 17, 2026
4 min read
What has to work before putting an AI agent into a process
An agent multiplies the process it finds, it doesn't fix it. The four things that have to be in order first, and the three you don't need to do.
Ignacio Puig MorenoAugust 14, 2026
4 min read
Assistant, automation, copilot and agent: what each one actually means
The four words get sold as synonyms and describe different things. And the AI chat, the project or the scheduled task you already use falls into one.
Ignacio Puig MorenoAugust 12, 2026
4 min read
Why Latin American buyers already use AI, but don't trust your company to
In Latin America, 6 in 10 consumers already use AI daily, yet distrust companies that use it without saying so. What that changes in a sales call.
Cristian PereyraAugust 11, 2026
4 min read
What it actually means for an AI agent to integrate with your systems
An AI agent can read data, write it, or decide with it: three integration levels with different risk profiles and permissions, not one sales pitch line.
Iván ItzcovichAugust 10, 2026
3 min read
How to tell if an AI agent is real or just a rebranded chatbot
Gartner estimates only about 130 of thousands of "AI agent" vendors are the real thing. The difference isn't the model, it's the written process.
Ignacio Puig MorenoAugust 9, 2026
3 min read
Why the customer who uses your product the most isn't always the one who renews
High usage doesn't guarantee a renewal: what predicts it is whether the customer reached the outcome that made them buy, not how often they log in.
Cristian PereyraAugust 8, 2026
5 min read
What the percentage of resolved conversations actually measures
An AI agent can close 85% of conversations without escalating to a human and still fix nothing. What that metric measures, and which one actually matters.
Iván ItzcovichAugust 6, 2026
3 min read
Why a flawless demo doesn't convince a buyer who's never used AI
When the buyer has never used AI, a flawless demo doesn't close the deal: what a real customer says outweighs anything the vendor shows in the sales meeting.
Cristian PereyraAugust 5, 2026
4 min read
Why an AI agent can't find an answer that's already in its knowledge base
Most wrong answers from an AI agent aren't a model failure: they're a search failure that happened before a single word got written.
Iván ItzcovichAugust 4, 2026
4 min read
Speaking Spanish isn't the same as serving Spanish-speaking customers
75% of consumers are more likely to buy again from a brand that supports them in their own language. Why grammatically perfect Spanish still misses local support.
Ignacio Puig MorenoAugust 3, 2026
4 min read
Why 80% of AI projects don't pay off
80% of AI projects fail to deliver the expected return, according to a RAND study. What to ask a conversational agent vendor before you sign.
Cristian PereyraAugust 2, 2026
4 min read
Why an AI agent that passes the entire demo can fail with the first real customer
An AI agent can pass the demo and still make up an answer with the first real customer. What a demo actually proves, and which evals catch it in time.
Iván ItzcovichJuly 29, 2026
3 min read
Why a customer's silence after the sale isn't a good sign
A customer who stops writing to post-sale support isn't always satisfied: it's often the earliest sign they're about to cancel without ever complaining.
Ignacio Puig MorenoJuly 26, 2026
2 min read
Why a customer repeats the same problem on every support channel
74% of consumers say repeating their problem to each support agent is extremely frustrating. Why it happens and how to prevent it without adding headcount.
Ignacio Puig MorenoJuly 21, 2026
4 min read
Why internal IT and HR support costs more than anyone measures
IT and HR explain how to request access or how many days off are left twenty times over, with no ticket recording it. Why that time shows up in no report.
Ignacio Puig MorenoJuly 18, 2026
3 min read
Why telling an AI agent "don't do that" is not a security strategy
AI agents are non-deterministic: the prompt guarantees nothing. Real security is built with permissions, deterministic guardrails and human oversight.
Iván Itzcovich