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410: Trying to help humans in an industry that is becoming increasingly non-human

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https://codenamejessica.com/blogs/entry/1101-410-trying-to-help-humans-in-an-industry-that-is-becoming-increasingly-non-human/

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by: Chris Coyier
Tue, 23 Sep 2025 17:33:00 +0000

Chris & Marie jump on the podcast to talk about just how drastically customer support has changed over the last few years. We still exclusively do customer support over email. Incoming email from real customers who need a hand with something where they type out that email in plain languages themselves are few and far between. Instead we get an onslaught of noise from users that don’t exist about Pens and situations that don’t exist. The influence of agentic AI is massive here, some of it with nefarious intent and some not. All of it needs work to mitigate.

Time Jumps

  • 00:07 How much support has changed in the last 2 years
  • 01:12 How do we do support at CodePen in 2025
  • 07:41 How much noise AI has added to support
  • 14:02 Verifying accounts before they’re allowed to use support or CodePen
  • 23:05 Some of the changes we’ve made to help deal with AI
  • 29:50 The benefits of learning to code with AI

  •
    https://codenamejessica.com/blogs/entry/1101-410-trying-to-help-humans-in-an-industry-that-is-becoming-increasingly-non-human/

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