Troy Hunt shares his experience using AI assistant 'Bruce' for customer support tickets, finding a sweet spot between full automation and human assistance.
<img src="https://storage.ghost.io/c/fb/33/fb3391dc-723d-4e74-b95a-d641b5feb38e/content/images/2026/04/Splash-Template@1x_1.jpg" alt="Weekly Update 499"><p>I'm starting to become pretty fond of Bruce. Actually, I've had a bit of an epiphany: an AI assistant like Bruce isn't just about auto-responding to tickets in an entirely autonomous manner; it's also pretty awesome at responding with just a little bit of human assistance. Charlotte and I both replied to some tickets today that were way too specific for Bruce to ever do on his own, but by feeding in just a little bit of additional info (such as the number of domains someone was presently monitoring), Bruce was able to construct a really good reply and "own" the ticket. So maybe that's the sweet spot: auto-reply to the really obvious stuff and then take just a little human input on everything else.</p>
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# Weekly Update 499
Source: [https://www.troyhunt.com/weekly-update-499/](https://www.troyhunt.com/weekly-update-499/)
I'm starting to become pretty fond of Bruce\. Actually, I've had a bit of an epiphany: an AI assistant like Bruce isn't just about auto\-responding to tickets in an entirely autonomous manner; it's also pretty awesome at responding with just a little bit of human assistance\. Charlotte and I both replied to some tickets today that were way too specific for Bruce to ever do on his own, but by feeding in just a little bit of additional info \(such as the number of domains someone was presently monitoring\), Bruce was able to construct a really good reply and "own" the ticket\. So maybe that's the sweet spot: auto\-reply to the really obvious stuff and then take just a little human input on everything else\.
[](https://itunes.apple.com/au/podcast/troy-hunts-weekly-update-podcast/id1176454699?ref=troy-hunt)
[](https://www.youtube.com/playlist?list=PL7LAAxaabizMAXnJe0s3xjQ30q12EVmjt&ref=troyhunt.com)
[](https://open.spotify.com/show/7jMtKFohdrw6qmz8AkLqit?ref=troy-hunt)
[](https://omny.fm/shows/troy-hunt-weekly-update/playlists/podcast.rss?ref=troy-hunt)
[Weekly update](https://www.troyhunt.com/tag/weekly-update/)
Troy Hunt shares his weekly update on using AI agents like OpenClaw and Claude to automate data breach processing and content management for Have I Been Pwned, highlighting growing reliance on AI tools.
In this weekly update, Troy Hunt discusses his observations of OpenClaw and the potential of agentic AI to change the world, noting that while much is hyperbolic, he has found useful applications.
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