Think customer support is just a cost center? Think again. In this episode of Predictable B2B Success, host Vinay Koshy speaks with James O’Brien, COO of Ducky, a cutting-edge AI-powered customer platform, to challenge the traditional narrative around support teams and explore how artificial intelligence can transform them into engines of sustainable revenue growth.

James shares his entrepreneurial journey from Nashville musician to fintech founder to leading an AI startup, revealing surprising insights from hundreds of industry conversations and candid lessons learned from high-growth fintech and asset management roles. Hear him uncover why most organizations are missing out on the massive knowledge buried within their support channels, why traditional BI and AI tools fall short, and how clever use of automation can not only boost productivity but reduce burnout and supercharge customer happiness.

Curious about the real ROI of AI in support? Want to know why trendy industry metrics like CSAT might be misleading—and what you should be measuring instead? James digs into practical examples and hard-won wisdom you won’t hear elsewhere. If you’re a leader looking to leverage your support team in brand new ways or love a fresh perspective on AI’s impact on business, you won’t want to miss this one!

Some areas we explore in this episode include:

• Customer Support as a Revenue Driver – Rethinking support as a source of business growth, not just a cost.
• Impact of AI in Customer Support – How AI tools like Ducky can improve efficiency and insight.
• Barriers to AI Adoption – Addressing costs, trust, low BI maturity, and change resistance.
• Knowledge Management Challenges – The issue of siloed information and how AI can solve it.
• Voice of the Customer Insights – The limitations of current customer feedback practices versus better, AI-driven methods.
• James O’Brien’s Entrepreneurial Path – How James’s background shaped his approach to business.
• Importance of Relationships in Business – Building trust and partnerships for long-term success.
• Misconceptions about AI in Support – AI as an enabler rather than just a job-replacer.
• Empathy & Team Wellbeing – The role of empathy, burnout, and happiness in support teams.
• Scaling Startups & Smart Hiring – Lessons on balancing hiring, process improvement, and growth.
• And much, much more...