Support Driven Vegas conference: Prompting talk recap

At Support Driven in Vegas, Michael gave a talk on prompt engineering for customer support.

He walked through how LLMs actually work, best practices for structuring system prompts, and strategies to keep AI agents from confidently inventing policies that don’t exist.

And, since it was Vegas, he couldn’t resist adding: what happens in the system prompt, stays in the system prompt.

Check out the slides here.