From Retail to Robots: The Evolution of Customer Channels

Once upon a time, customer service meant walking into a building. If you needed to pay a bill, change a booking or renew your licence, you went to the branch down the road. Banks, shops, post offices, council offices — all ran on face-to-face chats and paper forms. It worked, but it came with queues, short hours, and a long drive if you lived out in the wop wops. Then came the phone. In the 80s and 90s, private companies jumped on 0800 numbers and central call centres so you did not have to show up in person. Government got on board too, but it was slower going. Often you still had to ring the right regional office, and sometimes that meant calling three different numbers. For private businesses, the phone was a way to win customers. For government, it was more about easing the pressure on the counter. ...

August 24, 2025 · 3 min

Favorite AI Resources

Last updated: August 15th, 2025 How to AI OpenAI Academy Learn Machine Learning with Andrew Ng Veo course Midjourney course Perplexity Labs Claude from A to Z ChatGPT images Gemini prompting Guide to AI agent Deep dive into LLMs

August 15, 2025 · 1 min

What Is MCP? The AI Protocol Bridging Models and Tools

MCP—or Model Context Protocol—is the latest open standard that’s supercharging AI agents by giving them a reliable, universal connection to tools, services, and data. Imagine AI as a savvy assistant… but one stuck in a room with no windows. Until now, every new tool—whether a database, file system, or API—needed a bespoke connection. MCP breaks those walls down. It gives AI the ability to speak a consistent “plug-and-play” language, no matter what it’s connecting to. ...

July 28, 2025 · 2 min

Vibe Coding – Programming by Feel with AI

Summary “A new way of coding is emerging where AI writes most of the code and humans just guide the process — meet vibe coding.” Vibe coding is a buzzworthy approach to software development where developers (and even non-developers) describe what they want in natural language, and a Large Language Model (LLM) generates the code. Instead of meticulously crafting every line, humans focus on testing, tweaking, and guiding the AI’s output—letting the “vibes” steer the process. ...

June 10, 2025 · 2 min

Enterprise Architecture in the World of Agile and AI

Enterprise Architecture (EA) has long been about the big picture—vision, strategy, and ensuring the technology landscape doesn’t collapse under the weight of its own complexity. Agile, on the other hand, is all about delivering value fast, embracing change, and avoiding big upfront designs. When these two worlds meet… sparks fly. Agile vs EA — The Friendly (Mostly) Tension From Agile’s perspective: “Why are we waiting for an architecture review when customers want this feature yesterday?” “We value working software over comprehensive documentation… remember?” From EA’s perspective: ...

June 12, 2024 · 2 min

Context Is All You Need — Why AI Cares About Context

In the world of AI, context isn’t just helpful—it’s everything. Whether it’s the billions of tokens in a language model’s attention mechanism, the rapidly shifting mosaic of user intent, or the structured metadata keeping facts grounded, context defines what AI can do. 1. A Foundation Built on Attention The 2017 paper “Attention Is All You Need” introduced the Transformer model, which revolutionized deep learning by letting models process all parts of a sequence in parallel using self-attention. No more recurrences—just powerful, context-aware computation. Since then, it’s become the backbone of modern models like GPT, BERT, and beyond. ...

April 23, 2024 · 2 min

Hello World is All You Need

Hello World Attention is All You Need “Attention is All You Need” - the paper that revolutionized artificial intelligence and gave birth to the transformer architecture that powers modern AI systems like GPT, BERT, and countless others. The Revolutionary Paper Published in 2017 by Vaswani et al., “Attention is All You Need” introduced the transformer architecture that would become the foundation of modern AI. This paper marked a paradigm shift from recurrent neural networks (RNNs) and convolutional neural networks (CNNs) to attention-based architectures. ...

January 15, 2024 · 2 min