No matter what industry you're in, everyone’s talking about AI. In support, it’s either the shiny new tool that’s supposed to fix everything or the thing causing confusion, pressure, and a lot of “what now?” moments for team leads. 

But what does a realistic AI strategy actually look like? This week on Live Chat with Jen Weaver, I’m joined by Craig Stoss, VP of Partner Solutions at Kodif, for a conversation that cuts through the noise. 

Craig’s back to break down a real-world approach to using AI in support, with actual processes he’s refined over time. He even brings receipts, like the time AI caught a spike in… rotten sweet potatoes. 

If you’re wondering where to start with AI or how to make sure it’s doing what you hired it for, this one will save you hours of trial and error.

🔧 Sponsored by Supportman.io, linking Intercom to Slack for instant, made-for-you ticket QA.

You'll learn:

• A “crawl, walk, run” approach to AI that support teams can actually follow
• How to clean and connect your support data across platforms like Intercom, Pendo, and your CRM
• What to define before buying an AI tool and how to avoid mismatched solutions
• Real-life examples of how AI can detect trends before humans do (yes, even rotten sweet potatoes)

Your Next Moves:

📧 Join the newsletter: https://live-chat-with-jen.beehiiv.com/ 

🔗 Try Craig’s Erlang Calculator: https://stoss.ca/erlang-model-calculator 

📌 Learn more about Craig: https://stoss.ca 

👩‍💻 Connect with Jen: https://www.linkedin.com/in/jen-weaver/ 

🤖 Sponsored by Supportman: https://supportman.io

Timestamps:

00:00 Intro

01:20 The Exercise Bike Problem

03:20 Connecting the Dots Between Tools

08:30 The Purist vs. the Realist on Customer Feedback

10:15 Can AI Really Filter the Noise? “Bs and 3s”

15:30 Known vs. Unknown: Two Ways to Use AI Analytics

22:30 Crawl, Walk, Run: How to Start with AI in Support