RB2B's AI Playbook: 95% of Customer Interaction Handled by AI

Two weeks ago I said AI Agents are handling 95% of our sales and support and I replaced $300k of salaries with a $99/mo Delphi clone. 25+ founders DM’d me… “HOW?” Here’s the 6 things you MUST do if you want to run your entire customer-facing business with AI:

1. Create a truly excellent knowledge base.

Your AI is only as good as the content you feed it. If you’re starting from zero, aim for one post per day. Answer a support question by writing a post, reply with the post. After 6mo you have 180 posts.

2. Have Robb’s CustomGPT edit the posts to be consumed by AI.

Robb created a GPT (link below) that tweaks posts according to Intercom’s guidance for creating content for Fin. The content is still legible to humans, but optimized for AI.

3. Eliminate recursive loops - because pissed off customers won’t buy

If your AI can’t answer a question but sends the customer to an email address which is answered by the same AI, you are in trouble. Fin’s guidance feature can set up rules to escalate appropriately, eliminate loops, and keep customers happy.

4. Look at every single question every single day (yes, EVERY DAY).

Every morning Robb looks at every Fin response and I look at every Delphi response. If they aren’t as good as they could possibly be, we either revise the response, or Robb creates a support doc to properly handle the question.

5. Make sure you have FAQs, Troubleshooting, and Changelogs.

FAQs are an AI’s dream. Bonus points if you create FAQ’s written exactly how your customers ask the question. We have a main FAQ, and FAQs for each sub section of our support docs.

Detailed troubleshooting gives the AI the ability to handle technical questions. Fin can solve 95% of script install issues because of our Troubleshooting section.

Changelogs allow the AI to stay on top of what’s changed in the app to give context to questins about features and UI as it changes.

6. Measure your AI’s performance and keep it improving.

When we started using Fin over 1y ago, we were at 25% positive resolutions. Now we’re above 70%. You can actively monitor positive resolutions, sentiment, and CSAT to make sure your AI keeps improving and delivering your customers an increasingly positive experience.

TAKEAWAY:

Every Founder wants to replace entire teams with AI.

But nobody wants to do the actual work to make it happen.

Everybody expects to flip a switch and have perfect customer service.

The reality?

You need to treat your AI like your best employee.

Train it daily. Give it the resources it needs. Hold it accountable for results.

Here’s the truth that the LinkedIn clickbait won't tell you…

The KEY to successfully running entire business units with AI?

Your AI is only as good as the content you feed it.

P.S.

Want Robb's CustomGPT? We just launched 6-part video series on how RB2B trained its agents well enough to disappear for a week and let AI run the entire business. Access it + get all our AI tools: https://www.rb2b.com/ai