Don’t YOLO Your AI Bot: A Framework for Safer Customer Automation

Don’t YOLO Your AI Bot: A Framework for Safer Customer Automation

AI agents are becoming remarkably easy to add to customer service workflows, but easy installation does not mean safe deployment. A customer-facing automation that works perfectly during a demo can still hallucinate, access the wrong information, claim to have completed actions it never performed, or trap customers in frustrating conversations with no clear route to a human. In this episode, Greg Ross-Munro and Justin Davis introduce the FRAME framework, a practical way for service businesses...

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Avsnitt(32)

AI Agent Skills Explained: Why They’re More Powerful Than Prompts

AI Agent Skills Explained: Why They’re More Powerful Than Prompts

AI skills could change how service firms automate work, capture expertise, and scale without adding headcount. In this episode, Justin Davis and Greg Ross-Munro unpack what AI skills are, how they dif...

25 Sep 38min

Can AI Build Your Business Software Safely?

Can AI Build Your Business Software Safely?

AI coding tools like Claude Code, Codex, Cursor, Lovable, Replit, and Bolt are making it possible for non-engineers to build real internal software. But when does an AI-built app become risky enough t...

18 Sep 42min

Hiring Your First AI Agent

Hiring Your First AI Agent

AI is changing how companies hire, but not in the way most people think. In this episode, Justin Davis and Greg Ross-Munro unpack why AI agents are replacing tasks, not entire jobs, and what that mean...

28 Aug 30min

Is AI Killing the Dashboard?

Is AI Killing the Dashboard?

What happens when software stops looking like software? In this episode, Justin Davis and Greg Ross-Munro explore the future of interfaces in an AI-first world and ask whether traditional SaaS dashboa...

20 Aug 32min

Why Middleware Is the Hidden Competitive Advantage for Service Businesses

Why Middleware Is the Hidden Competitive Advantage for Service Businesses

Many service firms run their entire business on industry-standard software they cannot change, customize, or differentiate. In this episode, Justin and Greg explain why middleware is the missing layer...

13 Aug 27min

The Middle Path to AI Strategy: Experiments That Actually Pay Off

The Middle Path to AI Strategy: Experiments That Actually Pay Off

Most service firms fall into one of two AI traps: endless experiments that go nowhere, or total paralysis from too many options. In this episode, Justin and Greg lay out a practical middle path for bu...

29 Juli 29min

Why Aaron White Bought an Agency Before Building the Product

Why Aaron White Bought an Agency Before Building the Product

In this episode of Leap to Scale, Justin Davis and Greg Ross-Munro sit down with Aaron White, CEO and co-founder of Outbound.com, to discuss the unconventional path he took from running an agency to b...

22 Juni 28min

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