The key advantage of launching a startup post-2023 is that AI is getting woven into the fabric of our entire business infrastructure. So, on the way to building our autonomous practice (well semi-autonomous) we've now got our customer service operating as AI-first. TL;DR of our strategy: Stage one of building AI customer service is start with humans only! Stage two of building AI customer service is use AI to polish versions of your responses and segment them. Stage three of building AI customer service is automate incoming emails and append drafts Stage four of building AI customer service is automate the whole thing when you gain confidence. When we launched our practice we were entirely human customer service. But we were diligent about crafting the tone and language of our responses then using AI to polish the language even further and segmenting responses according to sentiment. Now we have set up the infrastructure and the automation steps to draft and append a reply to incoming support emails. So we are currently human-in-the-loop service We may leave it here or we may choose to be fully automated when we feel the time is right. I am so deeply proud of our team and how rapidly they have incorporated these new AI-first workflows.
