It’s true—the availability of generative AI has lowered the bar for experimentation. But just because you can wrap an LLM around a dataset doesn’t mean you’ve built a safe, contextual, or actionable solution for a complex enterprise.
Generative AI has flooded the customer experience space—but not all AI is created equal. While new tools are easier than ever to spin up, Judith Platz, Chief Customer Officer at SupportLogic, is clear: “Experimentation is not the same as enterprise readiness.” The most immediate wins are in leveraging models for human-centric productivity gains. And that might very well be the most impactful
Lowering the bar: “It’s true—the availability of generative AI has lowered the bar for experimentation,” Platz points out. “But just because you can wrap an LLM around a dataset doesn’t mean you’ve built a safe, contextual, or actionable solution for a complex enterprise.”
Solving foundational challenges: SupportLogic, she explains, differentiates by focusing on deep architecture, not surface-level features. “We’ve spent years solving foundational challenges—data normalization across systems, signal extraction from unstructured conversations, and maintaining contextual memory across multi-threaded support histories. These aren’t features you can bolt on. They’re part of the architecture.”
Loud markets: That depth matters more than ever in a market full of noise. “Since LLMs went mainstream, the market has become louder—but customers have become smarter,” Platz says. “They’re asking better questions. They care about explainability, data governance, and integration with the systems they already rely on. That’s where we lead—with a mature, extensible, and trusted platform.”
Platz believes that AI’s real power still lies in human hands. “AI in CX isn’t about replacing people. It’s about amplifying them,” she explains. “SupportLogic’s AI agents help teams work smarter by removing noise, reducing escalations, and making sure people are focused on the right work.”
More time for people: She points to tools like the Escalation Agent and Routing Agent that don’t just automate tasks—they enable early intervention, boost first-call resolution, and even improve morale. “For managers, it means less time buried in spreadsheets and more time developing people. And for new hires, our Coaching Agent and Language Agent help accelerate onboarding by giving consistent, real-time feedback and soft skills coaching across every interaction.”
That’s the future of verticalization: not just bundling features, but delivering a flexible, intelligent backbone for the entire post-sales experience. One that your success, support, and IT teams can all build on—together.
Intelligent systems: As AI continues to evolve, Platz envisions a broader transformation unfolding. “We’ll see a shift toward experience operations being defined by AI-supported workflows. Leaders will spend less time tracking metrics after the fact, and more time designing intelligent systems that prevent problems before they happen. It’s not AI or human. It’s AI with human focus—and I think that’s the best future we could build.”
No more silos: That focus is also shaping how SupportLogic thinks about platform strategy. As customers move away from siloed solutions, Platz says the goal is alignment—“between systems, signals, and the teams who need to act on them.”
“We’re not just a CX application anymore. We’re a CX platform,” she emphasizes. “Our Cognitive AI Cloud doesn’t just power our own SaaS products—it powers embedded widgets, third-party applications, messaging tools like Slack, and even digital agents that live inside other platforms.”
Complete verticalization: Ambient, integrated AI means teams can stay in the tools they already use—Salesforce, Zendesk, Snowflake—and still benefit from real-time sentiment signals and predictions. “That’s the future of verticalization: not just bundling features, but delivering a flexible, intelligent backbone for the entire post-sales experience. One that your success, support, and IT teams can all build on—together.”
