🎧Human Touch Meets Machine Speed: The Future of Customer Success
👋 Welcome! Today we will explore how AI is transforming customer success promising faster resolutions and hyper-personalization. The real question: do agentic systems deepen relationships—or automate them into oblivion?
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AI & TECH
Macroscope Wants to Be Your Codebase’s AI Sidekick – Macroscope, launched by former Periscope execs, is a new AI tool that helps developers understand codebases, catch bugs, and summarize updates. It integrates with GitHub (and optionally Slack, JIRA, Linear), uses AST plus large language models, and claims better bug-detection with fewer review comments. Cost: ~$30/month per active developer.
Amazon’s Seller Assistant Evolves – Amazon has upgraded its Seller Assistant into an “agentic AI” partner — powered by Amazon Bedrock, Nova, and Anthropic Claude — that can anticipate needs, plan, and take actions (with seller approval). It helps with inventory, compliance, advertising, account health, and strategic growth. Available now in the U.S., rolling out soon globally.
Reddit Wants More AI, More Google Juice – Reddit is in early talks with Google to renegotiate its content-sharing pact, seeking deeper integration beyond the prior $60 million deal. The new agreement would leverage Reddit’s user-generated content for both training generative AI and boosting traffic from Google, while also nudging users to contribute more to its forums.
CAREER & WORK
Home Office > Corner Office – Cisco’s latest study shows hybrid work is rapidly becoming the norm — high performers especially favor flexible schedules with minimal mandatory office days. Work-from-home and anywhere models now outperform rigid office mandates on job satisfaction, retention, and well-being. Employers face mounting pressure to adapt or risk losing top talent.
Graduated, Now Ghosted – Recent college grads are struggling in today’s job market: while applications have spiked by ~30%, job postings are down about 15%. Many entry-level positions still demand experience, making it hard for new graduates to break in. Experts suggest tailoring applications, networking, and ditching rigid experience requirements.
Amazon Slashes Bureaucracy – Amazon CEO Andy Jassy is shaking up Amazon’s culture, saying the company must cut through “bureaucracy” to operate more like a startup. He’s pushed for a flatter organization, encouraged employees to flag inefficient processes, and already changed some 455 policies based on 1,500 internal tips.
ECONOMY & FINANCE
Fed Turns the Dial Down, Economy Takes a Breather (Hopefully) – The Federal Reserve cut its benchmark interest rate by 0.25 percentage points, to a range of 4.00%-4.25%, citing growing concerns about a cooling labor market. This is the first rate cut in 2025. Officials signaled two more rate cuts likely this year, as downside risks to employment now loom larger than inflation pressures.
China Hits Pause on Nvidia’s AI Chips – Nvidia CEO Jensen Huang says he’s “disappointed” after reports that China’s Cyberspace Administration instructed major firms like Alibaba and Byte Dance to stop buying and testing Nvidia’s AI chips — including the RTX Pro 6000D. The move marks a sharp escalation in tech tensions amid U.S.-China export restrictions.
From Ice Cream Cone to Corporate Clash – Jerry Greenfield, co-founder of Ben & Jerry’s, has resigned after 47 years, citing that Unilever has stripped away the brand’s promised independence and muted its voice on social issues. Greenfield said he could no longer “in good conscience” stay under a parent company he feels “silenced” the company’s activism.
VC & FUNDING
Invisible Tech Becomes a $2B Powerhouse – Invisible Technologies, a decade-old AI startup spun out of TPG, raised $100M led by Vanara Capital, valuing it over $2B. The company builds AI-powered operations platforms that automate back-office workflows, positioning itself as a key “infrastructure” player in the AI boom.
Iris Finance Bags $6.2M to Forecast the Future – Iris Finance, a Chicago-based AI-native FP&A platform for physical product businesses, has raised $6.2 million in a seed round. The funding round was led by Glasswing Ventures, with support from Founder Collective, Hyde Park Angels, and others. Iris offers features like real-time margin tracking, automated forecasting, cohort insights, and benchmarking.
BIG THINK
Will AI Make Customer Success Smarter—or Just Colder?
AI is quickly moving from “assistants” to task-doing agents in frontline service, routing tickets, summarizing context, and even closing loops without humans. Telecoms, banks, and logistics firms report soaring call volumes handled by bots and after-hours voice agents, with early pilots citing strong satisfaction—one major asset manager now fields late-night inquiries through voice-enabled chatbots and reports “impressive” scores. At the operational core, global operators are weaving AI into millions of monthly customer interactions—improving first-contact resolution while retraining staff alongside deployments, not just replacing them.
Still, the reality check is here. Regulators are probing how consumer chatbots are tested, monitored, and monetized, pressing companies to prove safety in high-stakes conversations. Even the bellwethers face turbulence: recent guidance and commentary around CRM and “digital labor” underscored that monetizing AI at scale is uneven—while some firms tout productivity, others acknowledge customer-support cuts and shifting roles as agent tech rolls out.
Proponents argue agentic AI unlocks personalization at scale: classify intent, pull account context, generate empathetic responses, and suggest next best actions, all in seconds. But critics point to brittle handoffs, hallucinations, and equity risks if vulnerable users confront bots that can’t escalate gracefully. Early misfires—voicebots stumbling on basic phrases—show why guardrails, fallback paths, and live-agent transparency matter. Meanwhile, confidence headlines coexist with workforce anxiety, as some companies restructure around automation and “do-more-with-less” service models.
The likely endgame is neither utopia nor winter: AI will shoulder repetitive tasks and quality checks while human CSMs handle nuance, negotiation, and trust. The winners won’t be those who deploy the most bots—but those who weld governance, data quality, and human escalation into every interaction. Customers will forgive speed; they won’t forgive opaque decisions.
Actionable insights:
Design for failure first. Mandate audited escalation rules, human-in-the-loop checkpoints, and post-interaction “reason codes”—and publish a plain-language safety card reflecting current regulatory expectations.
Prove ROI with trust metrics. Pair time-to-resolution and deflection with complaint rate, successful escalation latency, and account health deltas from AI-touched journeys; pilot with voice/after-hours use cases before expanding to high-stakes flows.
JOBS & OPPORTUNITIES
Junior Business Intelligence Analyst | Full Time | San Antonio, Texas | In Person
Product Security Engineer | Full Time | Plano, TX | Hybrid
Blockchain Engineer | Full Time | Tampa, FL | Hybrid
Entry Level Data Scientist | Full Time | NYC, NY | Hybrid
Global Business Development Manager | Part Time | Year-round | Hybrid
Campaign Marketing Manager | Full Time | Charlotte, NC | Hybrid
Entry Level Software Engineer | Full Time | San Francisco, CA | In Person
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THE NUMBER:
6.30 meters
Pole vault world record set by Armand "Mondo" Duplantis in the recent World Athletics Championships in Tokyo, Japan.
WISDOM:
"In the middle of every difficulty lies opportunity."