Zach Stauber’s day starts before the first customer support ticket hits the queue. Stauber, head of support agents at Salesforce, a global company that provides businesses with a customer relationship management (CRM) platform, manages a fleet of AI-powered generative support agents across support, sales and marketing on a platform called by the company. Stauber describes his routine this way: “Data, data, data. I start and end my day with dashboards, scorecards, and monitoring agent observability.” It focuses on how AI agents work, but also how they learn and adapt, much like how a traditional manager might step in, make contact with a struggling employee, or regroup with a team on a tricky case.
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