{
  "id": 10506232,
  "title": "How Hindsight Changed the Way My Agent Handles Support",
  "url": "https://urgent.news/2026/09/28/how-hindsight-changed-the-way-my-agent-handles-support",
  "topic": "tech",
  "section": "Tech",
  "published": "2026-09-28T18:25:26.000Z",
  "source": {
    "name": "Dev.to",
    "slug": "dev-to",
    "url": "https://dev.to/ivan_kamalthuppari_a5a0d/how-hindsight-changed-the-way-my-agent-handles-support-292a"
  },
  "original_language": "en",
  "account": null,
  "summary": "Every time a customer came back with the same problem, I wanted my support agent to know what had already happened. Instead, a typical conversational agent starts with the latest message and tries to solve it from scratch. That works for isolated questions, but customer support is rarely isolated. Troubleshooting is a process, and the history of that process matters. That was the problem I wanted…",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}