The blueprint for AI in support didn’t exist. Until now.

Implementing an AI Agent fundamentally transformed the team dynamics and roles within the company, as experienced during the launch of Fin, an AI Customer Service Agent. The process involved navigating numerous challenges, including the absence of a clear roadmap, the need for rapid deployment, and the integration of new roles like Conversation Designers and Knowledge Managers. Despite initial uncertainties, the AI Agent significantly improved support operations, resolving over 75% of inbound support volume and leading to the establishment of a new AI Support function. The experience inspired the creation of The AI Agent Blueprint, a resource designed to guide other support teams in effectively deploying and scaling AI technology, reflecting the lessons learned and the evolving landscape of AI in customer service.

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