Backward compatibility... A word that I used to hear when I started my career. You design your APIs with backward compatibility in mind, don't break anything when you are upgrading, think about this, think about that etc. Well, those teachings from my previous mentors didn't go in vain, as I made a fundamental change in how we report problems @ Gelato . You see recently @ Gelato , the CS (Customer Support) team moved from A ticketing management system to B ticketing management system, which is a monumental task for all the people involved in the CS team. Even though the fundamental concept remains the same the places, the attributes the concepts, and the naming of different attributes all change if you have this transition. And thus it was a big change for the whole company. After the decision was taken, the first step was to create a well-written transition document, which the good folks at the CS team tackled. Special thanks to Bartosz , Kyle and Anastasiia fo
AI!! The buzzword is too hot in the market nowadays. Do you have a technical product or an idea? If it doesn't have AI in it, then chances are it's not going to be sold like hot cakes. That is how things have changed lately. It is no wonder why me and my colleagues at Gelato want to see what AI can do in a niche department like customer support and service. And that is exactly what we did. For a company like Gelato, which is in the market for production-on-demand, there are a lot of customer questions you need to answer. It can be related to products, queries about shipping and pricing, and so on and so forth. Thus, our customer support team is always happy to help with these recurring questions. Let's take one example. A customer asked us, "Do you ship to Norway?" Now that is an easy question to answer if you have the knowledge written somewhere where you could refer to it and say, "Yes! As a matter of fact, we do." Following the same thread, the next q