All work
2025 to present
Fusion Helpdesk revamp + AI adoption
Embedded generative AI into Partner Support, routine queries answered without humans, cycle time down double digits.
15-20%
faster deal cycles
↓
manual partner queries
↑
partner CSAT
- Role
- Partner Operations Specialist · AI Adoption Lead
- Timeline
- Ongoing
- Stakeholders
- Partner Support, IT, Sales Ops, Global Partner orgs
- Tools
- Oracle Gen Chat AIMS CopilotJIRAConfluence
01Context
Partner Support was buried under repetitive queries. Every minute spent on a routine question was a minute not spent unblocking a deal.
02Problem
Roll out AI-assisted query handling across global Partner Support without breaking trust, accuracy or audit requirements.
03Approach
- 01Classified incoming queries by intent and isolated the safely-automatable set.
- 02Embedded Oracle Gen Chat AI into the helpdesk workflow with a human-in-the-loop fallback.
- 03Built validation guardrails so AI responses are checked against the source of truth before going out.
- 04Trained the support org on the new workflow, what to trust, what to escalate.
04Build
- AI-assisted helpdesk workflow with confidence-gated auto-resolve.
- Validation layer to keep responses tied to canonical answers.
- Adoption playbook the rest of Revenue Ops is now reusing.
05Impact
15-20%
faster deal cycles
↑ CSAT
improved partner satisfaction
Replicable
playbook for adjacent teams