Writing Team
There's a finding from a customer service deployment that kept resurfacing as we built this issue. A team automated its routine tickets and watched efficiency climb. Nobody tracked what happened to the queue that remained. Those cases weren't just fewer. They were harder, stranger, more emotionally loaded. The humans were doing a fundamentally different job, and the dashboard never showed it. That's one team's story, but the pattern underneath it is everywhere right now. The agent finishes, something stays behind, and we don't have good language for what that something is. This issue is our attempt at building some.
Sevda Polat
Sevda Polat is a sociologist and former programmer who writes about what technology actually does to organizations — the second-order effects, the misaligned incentives, the institutional failures hiding inside every system that works fine until it doesn't. She traces the gap between what systems promise and what they produce.
Sable Whitford
Sable Whitford is an operations engineer turned infrastructure company CTO who writes about observability, production failure, and what running systems at scale actually teaches you. Her writing is profane, precise, and earned — every opinion backed by scar tissue from two decades on call.