How We Got Our AI Support Agent to Replace a Full-Time Human Role (and the Unglamorous Work It Actually Took)
The part of AI support nobody wants to do, and why it’s the only part that matters.
Our AI support agent now saves us 100% of a human agent’s time.
Not 80%. Not “mostly handles things.” A full human role.
I’m sharing exactly how we got here because most companies are nowhere close to this, and I think it’s because they’re not doing the boring, tedious work that actually moves the needle.
Everyone wants to talk about which AI model to use, what prompting techniques work best, or how to architect the perfect RAG system. That stuff matters, but it’s not why most AI support implementations fail.
They fail because companies aren’t willing to do the unglamorous work of making them actually good.
Here’s what worked for us in 2025:
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