Find a Real Job for Your First AI Agent.

Find a Real Job for Your First AI Agent.

For deeper playbooks and analysis: https://natesnewsletter.substack.com/

What’s really happening when AI takes on customer support?


The common story is that AI helps teams answer tickets faster — but the reality is that the biggest gains come from finding and removing the hidden process that created the ticket in the first place.


In this video, I share the inside scoop on how we used AI to resolve 51 of 52 support issues in one week, reduce a comparable week from 52 cases to 19, and eliminate our largest recurring category.


  • Why grouping cases by root cause matters more than grouping by subject line
  • How tickets can become scaffolds for cross-system research
  • What should remain behind a human approval gate
  • How to test an agent in draft mode before giving it more freedom
  • Why the remaining cases get harder after the repetitive work disappears


For operators, builders, and customer-facing teams, the shift is from automating replies to rebuilding the workflow so fewer customers need to ask for help at all.


Subscribe for daily AI strategy and news.

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Hosted on Acast. See acast.com/privacy for more information.

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Episoder(194)

AI Cost to Serve: Which Customers You Can Now Afford

AI Cost to Serve: Which Customers You Can Now Afford

What happens to your AI bill when agents improve and more people start using them? Nate draws on his conversations at Dreamforce to examine the cost of wider adoption, the work agents can make afforda...

20 Sep 30min

Stripe on Agentic Commerce: Can AI Agents Buy From You?

Stripe on Agentic Commerce: Can AI Agents Buy From You?

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What has to change before AI agents can buy and sell on our behalf?Nate talks with Emily Sands, Head of AI and Data at Stripe, a...

17 Sep 30min

Good Enough AI: Why Apple's Case Measures the Wrong Thing

Good Enough AI: Why Apple's Case Measures the Wrong Thing

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What’s really happening in the competition between Apple and OpenAI? The launch products give us one part of the story. The larg...

14 Sep 29min

AI Race vs Human Flourishing: What US-China Talks Miss

AI Race vs Human Flourishing: What US-China Talks Miss

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What would it take for AI to make life more abundant—and who gets to share in that abundance?Nate Jones sits down with Alvin Gra...

13 Sep 48min

Omarchy, the Agentic OS Built for AI Agents

Omarchy, the Agentic OS Built for AI Agents

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What changes when an AI agent can help change the way your computer works?Nate explores Omarchy as a glimpse of a more adaptable...

11 Sep 17min

Claude Fable 5.1 and GPT-6 Astra: Which Model Gets Which Job

Claude Fable 5.1 and GPT-6 Astra: Which Model Gets Which Job

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What changes when two AI models can turn the same short prompt into two different, usable apps?Nate compares Claude Fable 5.1 an...

10 Sep 16min

GPT-6 Astra: How to Research a Decision Before You Commit

GPT-6 Astra: How to Research a Decision Before You Commit

For deeper playbooks and analysis: https://natesnewsletter.substack.com/What's really happening when AI can take on an entire job instead of answering one prompt at a time?The common story is that a m...

7 Sep 26min

GPT-6 Astra: What Self-Directed AI Agents Change

GPT-6 Astra: What Self-Directed AI Agents Change

AGI may arrive as a change in method rather than a single benchmark: agents that choose tools, work around obstacles, preserve context, and continue without being told every step.Nate examines GPT-6 A...

6 Sep 27min

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