First, there was the inbox.
I built the support system from scratch and trained the team around it. In one seven-day stretch, I personally replied to 2,700 emails. That gives you a sense of how hands-on this period was.
We brought support turnaround down from five days to three hours. Behind that change were clearer processes, a trained team, and a lot of customer conversations.
- Support turnaround
- 5 days → 3 hours
- Emails I replied to in seven days
- 2,700
I wanted to hear the longer version.
I personally took almost 200 customer meetings and hosted a large customer webinar. An inbox can tell you what went wrong. A conversation gives someone room to explain what they were trying to do in the first place.
That mattered in a product introducing people to several different AI models. I wanted to understand the confusion as well as resolve the ticket.
Then we needed a system around the effort.
The work expanded into agentic support workflows handling around 3,000 tickets a week. The goal was to give the team a way to handle repeated work while keeping a person involved where judgement was needed.
This is one of the reasons AI still interests me. Building with it also means spending time with people who do not think about it all day.