Last year a client asked for an AI agent to automate their customer complaint triage. Forty hours of scoping done, two weeks of build time blocked. I was three days from opening the IDE when I sat next to the customer service team for two hours and watched.
Key Takeaways
Last year a client asked for an AI agent to automate their customer complaint triage.
I expected to see overwhelmed agents drowning in tickets.
What I saw was three CS staff handling 12 complaints a day each, perfectly fine, with one exception — they refused to escalate anything to the operations team.
Bottom Line
The Best Feature I Ever Shipped Was a One-Page Procedure is a signal worth watching in 2026. If you're building or securing infrastructure, keep an eye on this trend.
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