Interview
Eleanor Vann, VP of Customer Experience at a subscription software company, on rolling out AI-drafted responses across a 60-agent support team — including the week she paused the whole thing, and why that built more trust than the launch.
Intro – Meet Eleanor Vann
Why the Agents Didn't Trust the Drafts
Designing the Needs-Human Path First
Tone: Examples Beat Adjectives
The Week We Paused the Rollout
Metrics That Matched Reality on the Floor
Where the Support Workflow Goes Next
Outro – Signing Off