Joel Ritossa
Co-founder & CTO
Co-founder and CTO of Duckie (YC W24), where he leads engineering and architects the agentic AI systems powering Duckie's autonomous customer support platform. Previously an AI Software Engineer at C3 AI, where he built enterprise AI solutions at scale, with earlier engineering experience at IBM and Composable Analytics. CS degree from Princeton (Class of 2020). Writes about building agentic AI systems in production, applied LLM engineering, enterprise AI architecture, and the technical challenges of automating complex customer workflows end-to-end.
Posts by Joel Ritossa
- Insights·
AI Support Agents That Process Refunds, Not Suggest Them
AI support agents that process refunds connect to your payment system, verify the request, call the Stripe Refunds API, log every step, and close the ticket.
- Insights·
AI Ticket Resolution vs Deflection: 90% vs 40% in 2026
AI resolution closes tickets end-to-end (90%+); deflection only suggests articles (30-40% ceiling). See the 4-tier spectrum and why resolution wins in 2026.
- Guides·
Build Your Own AI Support Agent Without Code
A step-by-step guide to creating a powerful AI support agent without writing a single line of code. Learn how to set up, configure, and deploy your own AI assistant.
- Insights·
Increasing Predictability and Trust of AI Agents in Customer Support
How to build AI agents that your team and customers can actually trust and rely on. Explore guardrails, transparency, and control mechanisms.
- Insights·
Is AI Going to Replace Customer Support?
Examining the future of human support agents in an increasingly AI-powered world. The answer might surprise you.