{
  "apiVersion": "v1",
  "passage": {
    "id": "ramp-say-support-agent-stuck-ticket-needs-engineer-2026",
    "text": "Say a support agent is stuck on a ticket that needs an engineer. She shares her Glass session. The engineer jumps in, sees everything, they finish it together.",
    "speaker": "Eric Glyman",
    "role": "Co-founder and co-CEO",
    "organization": "Ramp",
    "aiVendor": false,
    "work": {
      "title": "Ramp company blog (signed by CEO Eric Glyman)",
      "type": "post",
      "date": "2026-10-13",
      "publisher": "Ramp company blog (signed by CEO Eric Glyman)",
      "url": "https://ramp.com/blog/introducing-glass"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "ai-support-resolution"
    ],
    "functions": [
      "support"
    ],
    "figures": [],
    "context": null,
    "url": "https://the-ai-record.com/passages/ramp-say-support-agent-stuck-ticket-needs-engineer-2026"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}