How Agents Drive AI Success at XO

At XO, our best product ideas don’t just come from leadership—they come from the agents who use AI every day. Their hands-on experience is critical to improving and refining the tools we build.

Take Lance, an agent at Warby Parker. Lance noticed that AI-generated responses often needed slight rewording. But he didn’t just raise the issue — he designed a solution. Through our feedback loops, Lance pitched a new feature, created a Figma mockup, and helped bring to life what became Quick Actions, a tool that empowers agents to refine AI suggestions with a single click. Thanks to his insight, features like /rephrase — for instantly adjusting tone and structure — are now part of our everyday workflows.

This is why human insight is essential for AI success. Agents at XO don’t just use AI; they guide its evolution. By actively listening to their feedback, we ensure that XO’s AI isn’t just powerful — it’s practical, efficient, and purpose-built for the people who rely on it every day.
‍

Why Agent-Driven AI Matters for CX

AI can automate and accelerate support, but it’s the human element that makes AI truly effective. Agents bring a deep understanding of tone, context, and customer sentiment — nuances that AI alone can miss.

When agents have tools that enhance their expertise rather than replace it, customer experiences improve across the board. Faster resolutions, more personalized interactions, and stronger customer trust all stem from this human-AI partnership.

That’s why at XO, we think of AI not as a replacement, but as an exoskeleton — something that strengthens and supports our agents. Tools like Quick Actions, SmartAgents, and other AI-driven workflows exist to amplify agents’ abilities, not sideline them.
‍
The best AI solutions are the ones built with agent feedback — solutions that align with real-world workflows and deliver real-world impact.

‍

[Contenido del artículo]
‍
Figma prototype of Quick Actions — designed by Lance, an agent at Warby Parker, to streamline and simplify AI-generated responses.
‍
At XO, AI works because it’s shaped by the people who use it daily. Agent feedback helps us build tools that are practical, effective, and aligned with real CX needs. It’s a straightforward approach — and it gets results.

‍

‍