About

I built my first website in 2000 and ran my own studio for twelve years, with clients who paid me to solve their problems, not to admire technology. That part hasn't changed.

Then came twelve years at WPML (OnTheGoSystems): first leading technical support, then seven years as Chief Customer Officer — a forty-person support team, fully remote across the world, answering around 5,000 customers a month, nearly all of them wrestling with websites in several languages. We kept customer satisfaction above 95%, and more than nine out of ten people on the team stayed longer than five years. I learned there that a ticket queue is not work to be cleared — it is a defect log, and if a human answers the same question twice, something upstream failed.

More recently I moved to the product side, leading product operations for a large WordPress plugin portfolio, and I specified, tested and ran the evaluation loop for an orchestrated AI support agent covering thousands of tickets a month — taking it from a small pilot to full coverage, and cutting average resolution time from around 24 hours to around 10. That project is why this site exists: I have operated, from the inside, the thing every helpdesk vendor is now selling.

This site is where I write about that intersection: what AI agents can genuinely take on in customer support, what they quietly break, and what should never be automated — because the human part is why your customers stay.

Two more things about how this site works:

• It is bilingual by construction. Every page exists in English and Spanish, with correct hreflang — multilingual customer experience is one of the subjects here, so the site has to be a working example of it.
• Parts of it are maintained by AI agents. The reference guides and field notes are updated by an automated pipeline that verifies every claim against its source before publishing; the changelog is its public audit trail. The essays are mine — drafted with AI assistance, but nothing publishes without my judgment on it.

I've also taught web development, spoken at WordCamps across Europe between 2012 and 2020 — eight talks are recorded on WordPress.tv — and I still ship real software: a wildfire-evacuation app used by my own community in Cádiz, and a family expenses app with full Hebrew right-to-left support. Both built AI-assisted, alongside everything else.

I work in English, Spanish and Hebrew, from Cádiz, Spain. You can find me on LinkedIn, GitHub and WordPress.org. For web projects, my studio is at kvint.es.