u/Soft-Car-3231

Genuinely curious if anyone else is seeing this. Nearly 1 in 5 customers say they get zero benefit from AI support, and when it does go wrong, people are way less forgiving of an AI mistake than a human one. So we're automating the easy stuff and shipping the failures straight into the moments that actually decide whether someone stays a customer.

The part that bugs me most is the handoff. Customer gets stuck in a bot loop, finally reaches a human, and the human has zero context on what already happened. So the customer repeats everything from scratch, more annoyed than when they started.

Feels like a lot of teams deployed AI to cut cost first and figure out the experience side later. Anyone actually seeing AI support work well, or is it mostly this?

ok so I keep seeing "agentic commerce" thrown around and ignored it for a while, thought it was just another AI buzzword. but the more I think about it the more it feels like it's gonna mess with SaaS specifically, maybe even more than regular ecommerce

like the idea is basically: instead of a person googling "best CRM for small team," comparing 5 tabs, reading G2 reviews, booking demos etc... they just tell their AI agent "find me a CRM under $50/user that integrates with gmail" and the agent goes and evaluates options itself. compares pricing pages, reads reviews, maybe even signs up for a trial on its own

if that actually happens at scale, that's wild for SaaS because our entire funnel is built around humans. demo calls, sales emails, "book a call" CTAs, onboarding flows designed to convert a person emotionally. none of that works on an agent

an agent doesn't care about your slick landing page copy or your countdown discount banner. it's gonna care about: is your pricing page clear, are your features documented well, do your reviews actually back up your claims, is your API/docs easy for it to parse if it needs to test something

so basically all the "soft" stuff that convinces humans (vibes, design, persuasive copy) might matter less, and the "hard" stuff (clear specs, honest reviews, good docs) might matter way more

anyone in here already thinking about this for their product? like are you structuring your pricing pages or docs any differently because of this, or is this still 2+ years away from actually mattering

genuinely asking, not trying to make a point, I have no idea if I'm overthinking this

so i keep seeing this term "agentic commerce" pop up and at first i was like ok cool another buzzword, ignored it. then i actually thought about what it means and now i can't stop thinking about it lol

basically the idea is instead of YOU shopping, browsing, comparing prices, reading reviews etc... your AI agent does it for you. you just say something like "book me a flight under 400 next weekend" or "get me the best blender under 2000" and it just goes and does it. no scrolling, no ads hitting you, no popup begging you to sign up for 10% off

and that's the part that's getting me ngl

because like... so much of ecommerce right now runs on psychological tricks right. fake urgency timers, "only 2 left!!", abandoned cart emails, retargeting ads stalking you for a week straight. all of that exists to manipulate a human brain into buying faster

but an AI agent doesn't panic buy. it doesn't get FOMO from a countdown timer. it just looks at price, specs, reviews, and picks whatever's actually best. no emotions involved, just data

so if that's actually where things are heading... doesn't that mean a LOT of brands are about to get exposed? like if your product isn't actually good, no fancy copywriting or sale banner is gonna save you when your customer is literally a machine reading raw numbers

idk it just feels like a pretty big shift that nobody's really talking about yet outside of tech twitter

anyone here actually seeing this happen in their work already? or is everyone still just doing normal seo/ads stuff and not thinking about this at all

so last week a prospect told me they found us because they asked chatgpt something like "tool for qa-ing support calls" and we just... showed up. no google, no LinkedIn ad, no referral. just an AI chat answer.

and i can't stop thinking about it since

like so much of CX is built on reputation right. g2 reviews, trustpilot, case studies, word of mouth, all that stuff we obsess over. but now there's this whole new layer where AI models are basically reading all that stuff and summarizing it for people before they even talk to a human or visit your site

so if someone asks chatgpt or perplexity "best tool for X" your brand's response is already written by whatever's floating around the internet about you. you don't get to control the pitch anymore, the AI does

which makes me wonder... is anyone tracking "how do AI tools describe us" yet? like is that gonna become a metric eventually, same way we obsess over csat or nps

feels like CX teams are gonna need to care about this stuff too, not just marketing. because if a customer's first impression of your brand comes from an AI answer instead of your website, that IS a CX touchpoint whether we like it or not

anyway not selling anything just genuinely curious if anyone's seeing this happen already or if i'm just in my own little AI rabbit hole rn

Founders and operators,

what’s currently the toughest challenge in your SaaS business in 2026?And more importantly

what’s actually working well for you right now (acquisition, retention, pricing, AI, etc.)?

Drop your biggest struggle and one thing that’s going well.

Some companies are now offering human only, AI free service as a premium option. Fast access to a real person is something customers may actually pay for.

What used to be the baseline is now the upgrade. agree?

• Stop basing your entire CX strategy on a 5% sample size.
• It misses systemic bugs, quiet churn, and edge cases.
• Manual sampling is outdated and introduces massive data bias.
• Modern intelligence tools can audit 100% of interactions instantly.
• Quit guessing your metrics based on a fraction of reality.
• Is anyone here still stuck on 5% sampling? How are you fixing it?

Fast ≠ happy.

Are you measuring CSAT on AI support?

That is not a hypothetical anymore.

Agentic AI is now buying, comparing, and making decisions on behalf of real customers. The entire CX measurement model was built for humans. Nobody has figured out what comes next.

Everyone's automating support with AI.

Nobody's checking if it's making customers happier or just faster.

Speed ≠ satisfaction.

Are you tracking CSAT on your AI support interactions? 👇

I’ve been looking into how different SaaS products handle onboarding, especially in the first-time user experience. Some tools communicate value quickly, while others create friction or take longer to become useful.

From your experience, which SaaS product had an onboarding flow that stood out? What specifically made it effective? For example, guided steps, clear UI, email follow-ups, templates, or something else.

Interested in practical examples and lessons that can apply across different products.

Looking for practical examples. what’s a simple improvement a company made that had a noticeable positive impact on your experience? Could be in communication, process, support, or product.