The AI Agent Harness: The Glue That Turns LLMs into Digital Workers(thingswithai.org)

We swapped first-line tickets to an Intercom Fin setup wired into our Stripe and Shipstation APIs last spring. Refund-status and "where's my order" questions were 60% of volume, and the agent now closes those without a human touching them. Team went from 8 to 4, and the four left handle the angry edge cases that actually need judgment. The glue the post talks about was the boring part for us: making the agent read our order DB safely was three weeks of permissions work, not the LLM.

Verified doc review still needs a human pass, but AI cuts the grind. I ran a 400-doc production set through an e-discovery model last month and it flagged privileged docs in about a day instead of the week two of us used to spend.