Don't forget the CX! How Clay puts agents out onto Slack for support but still rates the 'human in the loop'
Clay's support team: agents handle triage, humans close the deal. The hybrid that actually works in production.
Why it matters
Clay deployed support agents to Slack but discovered humans still outperform on complex cases. The story isn't 'agents replace humans'—it's how enterprises are actually operationalizing the hybrid model in real CX workflows.
The key facts
10 to knowClay deployed agentic support agents to Slack for customer help operations
Humans with support experience still perform best on resolution quality
Hybrid model: agents handle triage/routing, humans handle resolution
Production deployment in customer support workflow
Human-in-the-loop remains central to Clay's strategy
Clay deployed AI agents for customer support via Slack
Human support staff with experience outperformed agents
Hybrid 'human in the loop' model emerged as operational choice
Agent role: support augmentation rather than replacement
Deployment context: Slack-native customer help workflow
Go to the source
diginomicadiginomica.com
Publisher excerpt: Humans with experience in support are still performing best, but agentic tech is finding its role in Clay's customer help operation.