2026 / Free online book · Field Manuals
Support That Resolves Itself
AI-Native customer operations
Access
Free
Chapters
6
Read time
36 min
Alpesh Nakrani
CRO at Devlyn · former CTO & COO
Deflection is the wrong metric; resolution is the right one. Building support where the machine closes the ticket and the human handles the exception.
This edition is free to read onsite. Each chapter has its own URL, so readers can bookmark, share, and return to the exact section they need.
Table of contents
01 The Production Problem Why the work fails after the demo and what must be made explicit first. 6 min 02 The Reference System The smallest system design that can be owned, tested, and improved. 6 min 03 Measurement That Changes Decisions How to measure quality, cost, risk, and user impact without vanity metrics. 6 min 04 Failure Modes and Recovery Where the system breaks, what early signals matter, and how to recover. 6 min 05 Operating Cadence Ownership, review cycles, release gates, and the rituals that keep quality honest. 6 min 06 The First Ninety Days A practical rollout plan from pilot to production without losing control. 6 min