Katy Simmons
00Senior Product Manager, AI · 2023 to 2024

I stopped treating support like a queue.

The Weather Channel, Weather Underground, and Storm Radar had consumers moving across products, platforms, subscriptions, support channels, knowledge, and internal systems.

That looked less like a support problem to me and more like a product-system problem.

3 brands
One support product
AI-first
Primary consumer entry
4
Operating metrics established
01Flagship case study
01The Weather Company / 2023–2024

Turning Consumer Support Into a Product

What happens when you stop treating support as a queue and start treating it as a product?

One support product across all of them
3 brands

One support product across all of them

Primary consumer entry point
AI-first

Primary consumer entry point

Operating metrics established
4

Operating metrics established

Product / Customer Experience / AI / AnalyticsView the work
02Major work
02The Weather Company / 2023–2024

AI-First Support With Confidence-Based Automation

I made the AI agent the primary support entry point for a product used by hundreds of millions of people. The thing that made that safe was not the model. It was a set of confidence thresholds and written AI Operating Procedures that said exactly what the agent was allowed to be sure about.

AI / Responsible AI / Customer Experience / OperationsView the work
03Also underneath

  • Support Hub

    Troubleshooting, product education, discovery, relevant marketing, expertise, AI, and human support in one surface. Support should create value, not just close cases.

  • Support intelligence

    Taxonomy, metadata, classification, routing, containment, deflection, CSAT and BSAT, content gaps, release-driven volume, and product feedback.

If 500 people ask the same question, the goal is not to become astonishingly efficient at answering it forever. Find out why they have to ask.

All the work →

Contact

Let's get into it.

Ambiguous problem, AI adoption that stalled, an operating model that stopped scaling, a support function that should be a product. That is the conversation I want.

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