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Help desk interviews usually test two things at once: whether you understand the technical basics, and whether you can explain those basics to a person who may already be annoyed, confused, or late for a meeting.

That combination matters. A support technician who can diagnose a network issue but makes the user feel stupid will struggle. So will a friendly person who guesses randomly at technical problems. The best candidates show both: methodical troubleshooting and calm, useful communication.

How many IT people do you need for 100 employees? Or 500? Or 1,000?

If you contacted our customer support recently, you probably talked to Lucie. She is great, but she was on vacation last week and I didn't want to deal with a lot of support tickets by myself.

So I thought that maybe it was time to go YOLO-mode and see if our AI features were actually usable, or if we were lying to ourselves.