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The AI Agents Playbook for Customer Service Leaders

Lead your team through the AI transformation—without losing control, confidence, or customers.

Get the playbook

Customer expectations keep rising. Budgets don’t. Support teams are stretched thin, and legacy tools can’t keep up. AI agents promise a reset—not just faster replies, but real resolution at scale.

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This guide shows you how to adopt AI in a way that works for your team, your systems, and your customers.

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What you’ll learn:

What AI agents really are—and how they differ from chatbots
How to identify automation-ready workflows
What KPIs matter in an AI-first support org
How to pilot, scale, and supervise AI agents without technical skills
How top brands are already winning with AI-powered support

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Who it’s for

This playbook was made for:

Heads of Support and CX
CS Ops and Enablement
Customer Experience VPs
Anyone leading a support team into the AI era

Whether you're AI-curious or already rolling out automation, this guide meets you where you are—and takes you further.

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Julia Ralaimihoatra
Customer Satisfaction Manager
AUTOMATES
60%+
“We had to hire four new agents every two months just to stay afloat. We weren’t scaling. We were surviving.”
Mike Wu
Senior Director, Ecommerce and CX
AUTOMATES
70%+
“We didn’t just cut costs — we freed up our team to take on higher-value work across the business. That’s the real value of smart automation — it unlocks your people’s potential.”
Konrad Howard
Co-founder & Chief Innovation Officer
AUTOMATES
60%+
“Just don’t wait.The time for the AI is now.”