AI’s Biggest Lie

132 Businesses. 32,471 monthly conversations. One AI agent.

Our numbers are doubling every month, and everyone's telling us:

"Scaling with AI means fewer human interactions, less connection."

But we discovered the exact opposite.

The faster we scaled, the deeper our relationships became - revealing AI's real power isn't distance; it's connection.

One AI Agent to Rule Them All

Most companies scatter the customer journey across disconnected experiences:

• Support lives in one portal

• Onboarding in a separate walkthrough

• Feedback? Usually buried in a form no one reads.

At Swan, we chose a different path: one AI agent, inside Slack, handling everything from pipeline to onboarding to success.

At first, it felt like magic.

But then support tickets exploded: from 78 to over 1,000 a month.

We panicked.

Our agent could only resolve 70% autonomously.

That left hundreds of tickets for us—three founders—every week.

For a moment, we thought we’d broken the autonomous model.

That scaling would require either lowering quality or hiring a support team.

But then we looked closer.

The Window Into Customers’ Imagination

These weren’t just “support tickets.” They were ideas.

Product gaps. Friction points. Feature requests.

Once support became native—fast, fluid, and one message away—

People stopped asking “how do I use this?”

They started asking “what if I could…?”

• “Can I use Swan to qualify webinar attendees?”

• “Could this trigger off HubSpot lifecycle stages?”

• “Is there a way to get weekly summaries instead of daily alerts?”

These weren’t complaints. They were use cases. They were dreams.

They were direct windows into our customers’ imagination.

Every thread became a product insight.

Every conversation a co-designed feature.

The volume wasn’t the problem.

It was the unlock.

Scaling Intimacy

That’s when we saw it clearly:

AI wasn’t building a wall between us and our customers.

It was becoming the listening layer our company never had.

Not just automation.

Not just faster replies.

But a way to hear more—more questions, more context, more imagination—without drowning in the noise.

Most companies use AI to separate humans from their customers. They automate to escape the mess.

But the best companies will do the opposite.

They’ll lean in.

They’ll use AI to get closer to their customers than ever before—

And design systems that scale intimacy, not distance.

Behind the Curtain?

Ido (our CPO) and I are doing a behind-the-scenes session on what it actually takes to build an autonomous business from scratch.

Not a webinar. Not a pitch.

Just two builders showing their raw process, answering your hardest questions, and exposing what’s working (and what’s not).

📩 We’re keeping it tight, but if you want a seat - just reply “AMA” to this email.