To be successful in the AI ​​age, companies need agent managers

Zach Stauber’s day begins before the first customer support ticket even hits the queue. Stauber, a support agent manager at Salesforce, a global company that provides companies with a customer relationship management (CRM) platform, manages a fleet of generative AI support agents across support, sales and marketing on what the company calls a platform. Stauber describes his routine like this: “Data, data, data. I start and end my day with dashboards, scorecards and monitoring agent observability.” He focuses on how the AI ​​agents work, but also on the way they learn and adapt – similar to how a traditional manager walks around the office, checks in with an employee who is having problems, or sits down with a team on a tricky case.