Library
Four books.
One thesis.
The thesis: fear comes from systems you don't understand. Each book takes one — AI, the support org, your own emotions, the road — and makes it legible.
New release
The Support Machine
How to Deploy AI in Customer Support Without Breaking Trust
// This is not a chatbot book. It's a field guide for the migration.
AI support is not a chatbot project. It is an operating model migration.
Written for CS leaders and support engineers who are past the hype and need to actually ship this. Covers diagnosing the queue, evaluating vendors, designing the architecture, running the shadow test, surviving launch day, and operating the machine 30 days in. Then it becomes the tool — install it as an AI skill and use it to build the artifacts while you work.
Also by Barnir
2nd ed. → 
Long-form writing
Substack
Three sections, one newsletter hub.