For the fourth consecutive month, RB2B's AI support agent answered more tickets than a single human could physically handle in their available working hours. What did that cost us? A staggering (sarcasm) $525.
Here's what changed in October and what it meant for our users:
Guidance Overhaul
I tore apart and rebuilt our AI's instruction set. Every piece of Guidance that wasn't performing got rewritten with clearer, more specific direction. The AI now handles edge cases and complex scenarios that previously needed human intervention.
Pro tip: use AI (ChatGPT, Claude, et al.) to help rewrite instructions for other AIs.
Self-Serve Account Deletion
We added an interface that lets users delete their own accounts directly in the dashboard.
In September we had 12 deletion requests escalated to humans for completion. Since giving users the power to do it themselves? Zero. None. Zilch.
The working time on each ticket was only about 5 minutes to support, sure. But each interruption comes with another 8 minutes (minimum) to get back on task after the interruption. So a little over 2.5 hours of support time saved each month — dope.
AI-Powered Trial Restarts
Fin can now restart trials for RB2B users when circumstances warrant it. With guardrails to prevent abuse, of course. People gon' people, amirite?
In September, 39 trial restart requests came to me personally. Since giving Fin the ability to do trial restarts in early October, I've only had 2.
Same math says that saves me 5 hours each month going forward.
Final Thoughts
Trial restarts and account deletions were eating my time and frustrating users who just wanted immediate answers.
Now they self-serve both. That's roughly 8 hours back in my month — time I'm now spending on improvements that actually need a human to build them.
