What we have learned, dated and sourced.
Field notes from running AI in our own products, the history behind how businesses answer their customers, and plain guides. Every article shows when it was published and where its facts come from.
Articles.
Analysis
· 7 min
ReadWhen AI agents act on their own: Replit's deleted database and Cursor's invented policy
Replit's AI agent deleted a production database in a code freeze; Cursor's support bot invented a policy. What happened in 2025 and the controls that fix it.
News
· 3 min
ReadSlipmark is live and open source
Slipmark, formerly DriftGuard, is released as an open-source GitHub Action under Apache-2.0. It makes AI agents prove what they checked before anything ships.
News
· 3 min
ReadReplyOS is an ALPHA startup at Web Summit Lisbon 2026
ReplyOS is in Web Summit's ALPHA programme for early-stage startups, in Lisbon from 9 to 12 November 2026. What we are bringing and how to meet the founder.
News
· 4 min
ReadWhat we build and operate: five products, one standard
ReplyOS, ReplyBench, ReplyScore, Slipmark and Weft: what each product does, who it is for, its status and published prices, from Reply Intelligence Group Ltd.
Analysis
· 8 min
ReadWhen customer-facing AI goes wrong: five real cases and the control each one lacked
Air Canada's chatbot ruling, DPD's swearing bot, the $1 Chevy Tahoe, NYC's MyCity and Snap's My AI: what happened, and the control that would have caught it.
Analysis
· 6 min
ReadKlarna's AI assistant: the claims, the headlines and what happened next
In 2024 Klarna said its AI assistant did the work of 700 agents; in 2025 it stressed human support. What Klarna said, what headlines added, and the lessons.
Field notes
· 5 min
ReadThe security gate that reported green for months
A security gate in our own nightly AI agent pipeline inspected the wrong branch for months while reporting success. What happened, and the control we built.
History
· 7 min
ReadFrom switchboard to AI assistant: a short history of answering the customer
Telephone exchanges, operators, answering machines, email, web forms, live chat and AI: 150 years of answering customer enquiries, dated and sourced.
History
· 6 min
ReadSpeed to lead: what the research actually says
The famous “21 times” figure is from a 2007 vendor study; HBR reported “nearly seven times” in 2011. What was measured, its limits, what holds.
Guide
· 7 min
ReadCustomer-facing AI in a UK business: the rules that apply in 2026
No AI-specific law applies in the UK. UK GDPR, as amended by the Data (Use and Access) Act 2025, does. What changed in 2026, plus a practical checklist.