This session will showcase how Cadwell completely restructured its service model from the ground up by shifting 85% of all phone, email, and digital channel volume into product support teams and standing up a new product specialist layer that owns distinct product modalities, focuses on the most complex 15% of calls, and systematically converts those issues back into standardizable, 85%-type work through targeted tooling and process design. You will learn how building in-house tools, creating a proprietary knowledge base, and deploying AI agents at the edge of support has reduced escalations, empowered front-line product support resources, and driven measurable gains in first-time fix rates while preserving the flexibility to adapt to new products and failure modes over time.

• Designing a product-centric support structure that can handle 85% of all inbound interactions at the first line.
• Structuring product specialist teams that can turn complex "15% issues" into scalable, repeatable fixes.
• Developing practical steps to build in-house tools, a modern knowledge base, and AI agents that lift first-time fix rates and reduce escalations.