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Everyone is out here talking about AI replacing agents. Meanwhile I am over here watching something way more interesting happen: AI turning regular agents into absolute power players. We call it a Copilot, and honestly, I see it glow up our team every single day. Here is what it actually does for us: 🪄 Drafts replies using context from past chats, product docs, and our internal playbooks 🪄 Translates messages into any language in seconds 🪄 Pulls chat history, tickets, and product info into one clean view 🪄 Drops upsell and cross-sell suggestions right when the moment is perfect The wild part is this: a brand new agent can jump into a complex sales or support conversation right after onboarding (which is much shorter thanks to AI, as I shared recently) because the Copilot keeps serving them the exact info they need, exactly when they need it. This is not a story about replacing people. This is about deleting the annoying parts of the job. The tab-hopping. The copy-pasting. The hunting for answers. All the things that slow humans down and drain energy. If you are in ecommerce and your agents are juggling Shopify, your helpdesk, shipping apps, inventory systems, everything at once, imagine all of that appearing automatically in one place. No digging. No chaos. Just clarity. That is the direction we are moving toward. And honestly, the work feels lighter, smarter, and way more fun when the busywork disappears. If you want to see how this could work for your team, drop me a DM or leave a comment. Happy to help with an individual setup.

Here is the enemy metric nobody in support talks about: ⏳ hours freed per month. Everyone is busy flexing: "Our FRT is 23s" "Our CSAT is 4.8" "Our resolution rate is 94%" Cool. But here is what actually changed my team: I started tracking how many hours per month automation gives back to real humans on my team. Not: ❌ "tickets resolved by AI" ❌ "deflection rate" I mean literal time: ✅ "How many human hours did we just win back this month?" Because: You can fix low CSAT. You can improve macros. You cannot buy more time. You can only reallocate it. A few weeks ago we shipped a new automation we had been nerding out on. Here is what happened: - It now handles ~27K chats every month - It frees up 127 hours for my team, every month ‼️ That is basically an extra full-time teammate I did not have to hire. And I get to point that capacity at things that actually move the needle: - proactive customer success - complex issues that need a brain, not a macro - revenue-generating conversations If you are in ecommerce, here is how I think about it: - Every hour my team used to spend answering "where is my order?" = one hour they could not spend rescuing dropped carts. - Every hour spent reciting the return policy for the 500th time = one hour not spent converting a high-intent visitor into a buyer. And the fun part: you do not need to automate everything. You just need to: 1. Pick one repetitive workflow that annoys your team 2. Automate it cleanly 3. Track how many hours it gives back 4. Reinvest those hours in higher-leverage work That is literally how I started: one tiny automation, one metric, compound impact. If you want to steal the framework or see how we got to 127 hours/month freed, drop a "127" in the comments or DM me "TIME" and we will walk you through the setup.

I keep hearing "this is a terrible time to be in customer support." I think it's the opposite. This is the best time to be in customer support - if you're willing to evolve. Here's my prediction for 2026: Support agents won't be "support agents" anymore. They'll be Customer Heroes. Product Experts. Revenue Drivers. The routine stuff: password resets, order status, and basic troubleshooting will be fully automated. No human needed. But the complex, high-value stuff? That's where humans thrive: - Proactively reaching out to at-risk customers before they churn - Guiding new customers through advanced features during onboarding - Identifying upsell opportunities based on usage patterns - Acting as a trusted advisor, not just a problem solver The agents who adapt to this shift will become indispensable. Because they're not just "handling tickets", they're actively growing the business. For ecommerce, imagine your support team as your secret sales weapon: - They're not just answering questions. They're making personalized product recommendations. - They're not just processing returns. They're turning refund requests into exchanges and upsells. - They're not waiting for problems. They're reaching out with solutions before the customer even realizes there's an issue. That's the future. And honestly? It's a better job. Less burnout. More meaningful work. More impact. The question isn't "will AI replace support?" It's "will your support team evolve fast enough to stay relevant?" Wondering how to guide your own support team in this direction? My inbox and comment section are all yours!