The Fini Podcast: Bug or Hallucination? Supporting AI Products | Rohit Tripathi

Rohit Tripathi has spent 10 years in technical support at Microsoft, HP, Zapier, Notion, and Automate.io. At Zapier, he was part of a two-person pilot team supporting their entire AI product line while tackling a 700-ticket backlog. In this episode, he breaks down the biggest challenge of supporting AI products in production, why the feedback loop between support and engineering determines success, and what hasn't changed in technical support over the last decade. Plus: his strategy for triaging bugs vs. hallucinations, the one thing he'd automate first, and why the best support engineers aren't the ones who know the most.