Customer support is broken — and reply-only bots aren’t enough. In this episode, Rick Koleta sits down with Rafael Broshi, co-founder and CEO of Notch, to unpack how resolution-first AI agents are transforming CX. Unlike traditional chatbots or GPT wrappers, Notch agents actually resolve issues end-to-end, delivering 40x faster response times, 80 percent lower cost-to-serve, and measurable lifts in CSAT and conversion.

Rafael explains why FAQ bots cap at 70 to 80 percent accuracy, how agentic architectures combine deterministic rules with LLMs, and what customer support orgs will look like by 2027 when autonomous agents go mainstream. He also shares a case study where Notch tripled VIP campaign response rates, insights into which industries are adopting fastest, and lessons on selling enterprise AI in production environments.

Resolution-first AI isn’t just cutting costs — it’s turning customer experience into a growth engine.

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