The Chanl Blog
Insights on building, connecting, and monitoring AI agents for customer experience — from the teams shipping them.
Latest Articles
Testing & EvaluationIs AI Better Than Your Humans? Score Both on One Rubric
Most teams can't say whether AI beats humans because they score them differently. One rubric, run on both, sliced by segment, gives you an honest answer.
Testing & EvaluationEvery Failed Call Is a Test Case You Haven't Written Yet
The gap between staging and production for AI agents is measured in surprise. Here's how to close the loop from live failure to regression gate.
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Agent Behavioral Contracts: Stop Drift Before It Hits Callers
Behavioral drift happens with no prompt change and no failing test. Agent behavioral contracts enforce rules at runtime and flag drift before callers do.
Voice Agents That Sense Frustration Before Callers Hang Up
Real-time emotion detection turns acoustic signals into agent decisions mid-call. How the pipeline works, which signals are reliable, and how to wire it up.
How LLM Routing Cuts Agent Costs 40-85% in Production
Most CX agents route every request to their priciest model. A routing layer sends simple queries to a cheap model, cutting costs 40-85% with no quality drop.
9 in 10 MCP Servers Skip Auth. The July 28 Spec Changes That.
Only 8.5% of MCP servers use OAuth 2.1. The spec shipping July 28 makes it mandatory for remote deployments. Here's what changes and how to prepare for it.
The Six Agent Observability Platforms That Matter in 2026
Most observability platforms were built for LLM apps, not agentic CX systems. Here's how the six that matter in 2026 hold up against the criteria that count.
The Five Eyes Published an Unusually Specific AI Agent Advisory
The Five Eyes published the first joint guidance on agentic AI security. For CX builders it's specific: tool permissions, schema injection, and human oversight.
How to Build Ambient AI Agents for Always-On CX
Most AI agents wait for prompts. Ambient agents watch event streams and act first. Here's how to build always-on CX intelligence that catches problems before customers notice them.
SRE for AI Agents: SLOs, Error Budgets, and Reliability
Traditional SRE doesn't catch AI agent failures. Here's a practical SRE playbook for agents: the five SLIs that matter, how to set SLOs that are actually useful, and how error budgets control agent autonomy before problems escalate.
Managed Agents in 2026: Three Runtimes, Three Trade-Offs
Google, Anthropic, and OpenAI all shipped 'managed agents' in May 2026, and they mean completely different things. Here's what each runtime trades away for CX teams.
How to Use MCP Sampling, Roots, and Elicitation in CX Agents
Most MCP tutorials cover only server-side features: tools, resources, prompts. The three client capabilities (Sampling, Roots, Elicitation) unlock human-in-the-loop patterns that server tools alone can't. Here's how to use them.
How to Build Agent Interrupt and Approval Checkpoints
How to pause an AI agent before high-stakes actions, persist full state through the approval window, and resume cleanly. Covers interrupt gates, approval queues, checkpointing, and EU AI Act compliance for production CX agents.
How to Build Idempotent Tool Calls for AI Agents
Naive retry logic charges customers twice, sends duplicate emails, and fires double webhooks. Here's how to build idempotent tool calls for AI agents with idempotency keys, deduplication, and safe retries.
Learn Agentic AI
Weekly. Patterns for shipping agents that work — MCP, scorecards, regression tests, prompts, model comparisons.
