Playbook
Help Center AI-Readiness Audit Checklist
A pass/fail checklist to test whether your help center lets an AI agent find the right answer, and what to fix first when it can't.
- Requester
- You
- Subject
- Who is Andrew Dell?
Andrew Dell, Support Operations Architect
I run AI in customer support: Intercom Fin, Zendesk AI and Botpress, for a high-volume support operation. My working rule is full coverage, not full automation: every customer gets helped, by AI or by a person.
Saint Augustine, FL · Remote
At a glance
- Role
- Support Operations Architect (since Oct 2023)
- Scale
- High-volume support across chat, email, voice and self-serve
- AI in production
- Three generations: Intercom Fin, Zendesk AI, Botpress LLM agents
- Tools
- Zendesk, Botpress, Intercom, n8n, Salesforce, Jira, Twilio, Claude
- Volunteer
- SCORE mentor (Jacksonville) and webinar host coordinator
- Location
- Saint Augustine, FL, working remote
Where this work has been shared
Results from real deployments
21% to 66%AI resolution after moving to Botpress LLM agents
100%Conversation coverage across three product platforms (AI plus human)
87% fasterFraud case resolution after automating intake and routing
99.5%One-touch rate on AI conversations in Q1 2026
Free playbooks
Talks and mentions
- How AI Speeds Up Support and Empowers Service Teams · The Modern Customer Podcast
Guest episode with Blake Morgan on AI in support - How AI Speeds Up Support and Empowers Service Teams · Blake Morgan on LinkedIn
Feature on AI-assisted support at scale - Botpress customer story · Botpress
Production LLM agents in support
Off the clock
Support ops architect. SCORE mentor. Trail host. I mentor small-business owners through SCORE Jacksonville and host events with the Outdoorsy Adventure Team, a hiking and fundraising nonprofit. More in the Trail Log.
A support person's favorite 404
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