Writing
Thinking out loud on knowledge systems, measurement, and the people side of AI.
Most of what I write sits at the same intersection as my technical work: where AI meets real knowledge workflows, and where the human decisions around a system matter as much as the system itself.
Published elsewhere
Earlier pieces that live on other platforms.
AI Success is a People Problem
LinkedIn · May 2026Most companies won't fail at AI because of the technology — they'll fail because they don't invest in their people. This piece makes the case that AI tools are only as effective as the human behaviors feeding them, and argues that Knowledge-Centered Service gives support organizations a concrete, proven framework for building exactly those habits before layering in AI.
How Machine Learning Can Enhance KCS Linking Practices
Medium · April 2026KCS linking — attaching the correct knowledge article to a support incident — is a high-judgment task that directly affects resolution quality and knowledge health. This piece introduces the Link Validator model: an ML system that predicts link accuracy using sentence embeddings and cosine similarity, and how to implement it without undermining analyst judgment.