Inside Salesforce: Managing Generative AI Support Agents with Zach Stauber
Brief news summary
Zach Stauber, a support agent manager at Salesforce, starts his day early, before customer support tickets arrive. Salesforce provides a CRM platform and Stauber oversees numerous generative AI support agents deployed across support, sales, and marketing on a proprietary platform. His daily routine revolves around monitoring data through dashboards, scorecards, and agent observability tools to track AI agents' performance. Stauber ensures these AI agents are not only functioning efficiently but also learning and adapting over time. His role mirrors that of a conventional manager who checks in with team members, offers support to those facing challenges, and collaborates on difficult cases, emphasizing continuous improvement in AI-driven customer service.Zach Stauber’s day starts even before the first customer support ticket arrives in the queue. As a support agent manager at Salesforce, a global company offering a customer relationship management (CRM) platform, Stauber oversees a team of generative AI support agents operating across support, sales, and marketing on a platform the company has developed.
He describes his daily routine as centered around “Data, Data, Data, ” noting that he begins and ends his day reviewing dashboards, scorecards, and monitoring agent performance. His attention is not only on how the AI agents function but also on how they learn and adapt—similar to how a traditional manager might walk the floor, check on a team member facing difficulties, or gather with the team to tackle a challenging case.
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Inside Salesforce: Managing Generative AI Support Agents with Zach Stauber
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