Show Notes
For deeper playbooks and analysis: https://natesnewsletter.substack.com/ What’s really happening when AI takes on customer support?
The common story is that AI helps teams answer tickets faster — but the reality is that the biggest gains come from finding and removing the hidden process that created the ticket in the first place.
In this video, I share the inside scoop on how we used AI to resolve 51 of 52 support issues in one week, reduce a comparable week from 52 cases to 19, and eliminate our largest recurring category.
Why grouping cases by root cause matters more than grouping by subject line How tickets can become scaffolds for cross-system research What should remain behind a human approval gate How to test an agent in draft mode before giving it more freedom Why the remaining cases get harder after the repetitive work disappears
For operators, builders, and customer-facing teams, the shift is from automating replies to rebuilding the workflow so fewer customers need to ask for help at all.
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For deeper playbooks and analysis: https://natesnewsletter.substack.com/