The LayBuild blog
How AI support agents work, and where they break
We build an AI agent that answers support questions from your own documents, says so when they don't cover the question, and lets your team take over the chat. These posts explain how that works, where it falls short, and how to measure it honestly.
LatestRunning support
AI support for API companies: structure docs for retrieval
How API and developer tool companies should structure docs, error codes, changelogs and status for an AI support agent, and where the limits are.
8 min read
1 to 9 of 45 articles
Running support
Voice vs text support agents: the engineering trade-offs
Latency budgets, speech recognition errors, turn-taking and cost structure for voice support agents, and why LayBuild is text-only today.
8 min read
How LayBuild works
Regression-testing a support agent with bun test
Two test layers for an AI support agent: fast contract tests with a stubbed model on every commit, and a golden question set against a real model.
10 min read
Retrieval and grounding
Multilingual AI Customer Support: Cross-Language RAG, Embeddings & Global Scale
Multilingual AI customer support: why LayBuild retrieval is English-first, what multilingual embeddings change, and how to plan handoffs for other languages.
9 min read
Running support
Preparing an AI support agent for a sale spike
What to set up before a sale: pinned sale terms, Q&A pairs for shipping and returns, plan limits, rate limits, handoff staffing and a load test.
8 min read
Security and deployment
Fintech & Payments AI Customer Support: Fraud & Dispute Protocols
Deploy AI customer support for fintech and payments. Safe card dispute workflows, automated PII redaction, PCI DSS boundaries, and human escalation in 2026.
9 min read
Security and deployment
Why PHI shouldn't go through LayBuild, and what can
LayBuild isn't HIPAA compliant and signs no BAA. What HIPAA asks of a vendor handling PHI, where we fall short, and safe patterns for healthcare support.
7 min read
Security and deployment
AI customer support with role-based access control (RBAC) and audit logs
How AI customer support tools handle role-based access control (RBAC) and audit logs, and what enterprise security reviews ask for.
7 min read
Security and deployment
What our PII redaction catches, and what it misses
LayBuild redacts card numbers, US SSNs, emails and phone numbers from AI answers with four regexes. What that covers, what it misses, and what to add.
8 min read