TheLoops

?? Support and CX leaders, we need to talk about the elephant in the room: Throwing more people at support problems doesn't work anymore. Remember when the answer to every support challenge was "hire more agents"? ?? Growing ticket volume? Hire. ?? Backlog building? Hire. ?? Customer satisfaction dropping? Hire faster. Yet somehow, teams remained overwhelmed, metrics stayed stagnant, and both agent burnout and customer frustration continued to climb. The most successful enterprise SaaS support organizations are breaking this cycle by deploying AI agents strategically: ? First-contact resolution rates jumping 40%+ ?? Real-time operational insights instead of reactive reporting ???Human agents finally focusing on complex issues that leverage their expertise The math is simple: Better experience for customers. Better experience for agents. Better outcomes for the business. ?? What's been your experience with AI?Agents in support? Has your team started making this shift, or are you still considering it? ?? Swipe our carousel for AI Agent examples.

It's no secret that a lot of CX leaders these days have more questions than answers when it comes to Agentic AI. ? Will it work as promised? ?? Why is this so groundbreaking? ?? How will my team embrace it and need to upskill to leverage it? Thankfully, Mohan Achar, GVP Customer Experience at Narvar has been at the forefront of adoption. He'll join us next week to discuss this convergence of AI Agents and Human Agents. If you're looking for a place to get some clarity, ask questions and understand what's possible, don't miss this conversation. Click on the link below to RSVP ??

Support Agents & CX Managers trying to juggle manual workflows, round robin ticket routing, and manual QA without AI agents are like Ross, Chandler and Rachel with this couch. ??? Work smarter. Seriously. Let our AI Agents handle the heavy lifting so your team doesn’t have to:?https://lnkd.in/eyKueFQs #CX #CustomerSupport #AIAgents #Efficiency #B2BHumor

If you missed our first interactive session with Mohan Achar where he broke down how to “crawl, walk run” with AI back in December, you can catch up on that this weekend! And be sure to also join us again for part 2 “AI At The Intersection” on March 20th, 10:00 am PST. https://lnkd.in/geQP62wr

Beyond the AI Agent Hype: Real Implementation Strategies That Work. Everyone's talking about AI agents, but how many leaders are actually getting results? During our recent session "Building AI Enabled Teams” with Kenji Hayward and Mariena Quintanilla, we skipped the buzzwords and focused on actionable steps for CX leaders. The blog recap is now live on our site! No empty promises—real implementation insights from teams that have succeeded. ?? We uncovered what's actually working: ? The silent killer of AI Agent projects (it's not what you think) ? Why measuring deflection alone misses the true ROI ? How to launch AI without your team feeling threatened For leaders tired of theory and ready for action: AI Agents are an opportunity to fundamentally reimagine support operations. Want the link? ?? Read the full breakdown: https://lnkd.in/gPXcBGtb #AIAgents #CustomerExperience #SupportOperations

Even in 2025, many support leaders still find themselves running on the hamster wheel—constantly reacting, optimizing, and lagging in insights. The real impact of AI-driven CX comes when you step back and ask: “How does support drive business value? And how can I use AI to help me articulate this story in real-time?” ? On March 20th, we’re hosting a fireside chat with a leader who’s true strength is this very approach. Join us at 10:00 am PST when we speak to Mohan Achar, GVP Customer Experience at Narvar. This conversation will explore:?? ?? The four quadrants of CX and how they shape strategy?? ?? How AI bridges both efficiency and experience (EX+CX) for long-term impact?? ?? Tactical steps to elevate support leadership beyond day to day operations?? ?? Real-world examples of how to make this shift? He was a fan favorite during our “AI in Action Event” so be sure to join in! ?? https://lnkd.in/geQP62wr #CustomerExperience #CXLeadership #AIinSupport #SupportStrategy #FiresideChat

Change management.... it’s a hot topic that consistently emerges as a crucial element in successful AI adoption. ?? ?? ?? We dug into this yesterday during the Fireside chat, “Building AI Enabled Teams.” If you missed it, replay is now up on our site ?? ?? https://lnkd.in/gKNqtra3 As Kenji Hayward points out in this quick clip, the key is to "stair step" your implementation- and understand that buy in from tenured agents vs newer agents may be vastly different! Begin with quick wins and use cases like automated tagging to demonstrate value, overcome skepticism, and get your team involved in the process. #AIAdoption #ChangeManagement #CX #AIStrategy

The Stats Don’t Lie: ?? 65% of B2B enterprises?report their agents are overwhelmed with mundane tasks and a lack of effective tools, contributing to burnout and turnover. ?? According to?Gartner, 70% of customer service tasks that require simple problem-solving will be automated by AI within the next 3 years, leading to more efficient, scalable operations. ?? 85% of B2B support leaders?who’ve implemented AI-driven solutions report improved customer satisfaction within just 6 months, citing the reduction of response times and more accurate support. ?? How AI Agents Can Fix Multiple CX Challenges at Once-- Before agentic AI, it wasn’t possible to juggle customer sentiment, actionable data, and agent wellness all at once. But now, AI can: ? Simultaneously analyze customer sentiment,?flagging potential issues as they arise. ? Sift through massive datasets?to surface actionable insights, allowing your team to make informed decisions quickly. ? Automate repetitive, mundane tasks,?so agents have more time for personalized, higher-impact work with customers. ? Help managers coach teams faster than it ever was impossible with traditional support models. As our CTO+CO-Founder Ravi Bulusu shared during last month's Fireside chat, "The future belongs to those who automate with autonomy." Read more on the potential and promise of #AIAgents here: https://lnkd.in/giWsPaiN #AI #CX #CustomerSupport #Efficiency

Ask any B2B or B2C support leader how they feel about new agent ramp-up time and you will typically hear that it's always an area ripe for improvement and optimization. On average, it takes 6+ months for new agents to reach full productivity. That's a huge investment of time and resources, and more often than not, agents are left struggling to keep up with increasing volumes and multi-tasking. It’s like the famous I Love Lucy scene where Lucy and Ethel are desperately trying to keep up with an assembly line of chocolates coming faster than they can wrap them. New agents are often stuck in that same frantic cycle but AI agents now change this. Instead of leaving your new hires scrambling, AI assists them through their interactions, offers real-time feedback, and helps them ramp up to full productivity faster. In this new model, new agents don't just keep up—they leap ahead, reaching the performance levels of your best agents much sooner. This is just one way CX teams will be AI Enabled in 2025. Looking for a few more examples or want to discuss the benefits of building AI Enabled teams? We’ve got a Fireside chat on this, 02/26, 10:00 am PST featuring Kenji Hayward (Front) and Mariena Quintanilla (Mellonhead). ?? RSVP here: https://lnkd.in/gcUr2mNs And yes, you can even bring your own snacks, coffee and sweets! ?? #AI #CustomerSupport #CX #Productivity #AgentAssist

CX teams have ALWAYS been the backbone of business, juggling complex cases, shifting priorities, uncovering key insights and operating at full capacity 24/7. There’s no debate—it’s a high-stakes, high-effort function.? But AI is changing how things are done from planning, to capacity, to day-to-day operations. AI Agents are taking on the manual, monotonous tasks that keep human agents stuck in reactive mode, freeing them up for higher-impact work. The result? A CX model that scales smarter, not just bigger.? On 02/26, we’re bringing together CX leaders to discuss building AI-enabled support teams (thanks Kenji Hayward and Mariena Quintanilla)--and we’d love to hear your perspective. How are you incorporating AI to change your team’s output and impact?? RSVP here ?? ?? https://lnkd.in/gx2s5qeH #AI #CustomerSupport #SupportOps #AIAgents #B2BSaaS