To Thrive in the AI Era, Companies Need Agent Managers

"Zach Stauber's day begins before the first customer support ticket even lands in the queue."

"Stauber, a support agent manager at Salesforce, a global company that provides businesses with a customer relationship management (CRM) platform, manages a fleet of generative AI support agents across support, sales, and marketing on a platform the company calls."

"Data, Data, Data. I start and end my day in dashboards, scorecards, and agent observability monitoring."

"He focuses on how the AI agents are working, but also how they are learning and adapting-much like how a traditional manager might walk the floor, check in with a struggling employee, or huddle with a team on a tricky case."

Zach Stauber begins work before the first customer support ticket arrives. He manages a fleet of generative AI support agents across support, sales, and marketing on a Salesforce platform. Salesforce is a global company that provides businesses with a customer relationship management (CRM) platform. Stauber uses dashboards, scorecards, and agent observability monitoring to start and end each day. He tracks agent performance and monitors how agents learn and adapt over time. He applies traditional management practices to AI, checking performance, assisting struggling agents, and collaborating on difficult cases to drive continuous improvement.

Read at Harvard Business Review