What we shipped — and whether it worked

Triage time per ticket dropped from minutes to seconds, so team leads kept it on after the pilot.

PMs stopped writing notes from scratch; drafts ship with light edits, so usage spread team to team.

New accounts reach their first workflow without a CS call, lifting activation and early expansion.

Leadership stopped requesting hand-built status decks once the Monday brief proved reliable.

Adoption is solid but concentrated in one support pod; the other pods still paste threads manually.

Expansion revenue is strong, but fewer accounts opted into the new meters than the model assumed.

Opt-out rates capped reach within two weeks; the users it did reach rarely returned twice.

Novelty faded within two weeks and badges never connected to anything users valued — sunset candidate.