You’ve heard plenty about what AI could do. This is what one ops team actually built. Your AI agent answers customers. But the work that decides whether they get a good answer happens behind it: forecasting, staffing, schedules, and real-time calls. Most teams haven’t brought AI there yet. Nate Schimmoller has. He runs support ops at Klaviyo, with 200+ agents covering chat and email 24/7 across three continents. When the tools don’t fit, his team builds their own. Becca Xu, PM at Assembled, sits down with Nate to get specific: The ops problems a chatbot never touches One AI workflow his team built, and what it replaced How managers went from skeptical to using it What didn’t work, and where AI still isn’t ready No trends. No “do more with less.” Just a practitioner showing his work, a month before Black Friday.