This post is part of the GenAI Series. A few moons ago, I built a small AI tool to deal with ticket delays at my company. It wasn’t a big, fancy product. It started as a simple experiment, but it worked really well. We were getting negative feedback from clients about tickets not being completed on time. The real challenge was figuring out the actual reason behind each delay. Was it something our team did wrong, or was the delay coming from the client’s end? When you have a ticket with huge comment threads and internal notes, it becomes difficult to go through everything to find the real reason. It takes…
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Reimagining Customer Support with GenAI
This post is part of the GenAI Series. If you’ve ever worked in customer support, you know the feeling. It’s 2 PM on a Wednesday. Your inbox is overflowing. A customer just sent their third “following up” email. Your manager wants to know why last week’s tickets are still open. And somewhere in the back of your mind, you’re wondering: Why does this feel so hard? Here’s the thing: Most support teams aren’t failing because people aren’t trying hard enough. They’re struggling because the systems we’ve built over years of “making do” were never designed to handle today’s volume, complexity, or customer expectations. And the stakes? They’ve never been higher. According…
