$630K in Annual Value.
No Budget. No Mandate.

I built CARA and RELAY at COROS — AI systems that eliminated $130K in vendor tools and created the equivalent of 8–12 full-time employees in capacity. This is what actually happened.

COROS Wearables · Global Support Team · 32 People · Real Data
⏱️
48hrs
Weekly Manual Processing
Team spending entire days on repetitive data entry and ticket categorization instead of strategic work.
📧
24hr
Average Response Time
Customers waiting a full day for basic support responses while teams worked through backlogs manually.
👥
$130K+
Annual Vendor Costs
Expensive third-party tools (Zendesk, Aissist) with per-seat pricing and limited customization options.
📊
Weekly
Insight Delivery
Product and engineering teams getting customer feedback summaries only once per week, slowing decision-making.
⚡
0min
Automated Response Time
AI handles routine inquiries instantly while preparing context for complex issues that need human attention.
🎯
$630K+
Annual Value Created
$500K capacity creation + $130K vendor elimination through strategic automation and system ownership.
🤝
95%+
Customer Satisfaction
Higher satisfaction through instant basic support plus meaningful human connection for complex issues.
🚀
Real-time
Cross-Team Insights
Product, engineering, and success teams get actionable insights immediately, enabling faster strategic decisions.

How It Actually Happened

1
Saw what it was actually costing
Zendesk: $75K/yr. Aissist: $43K/yr. Manual overhead bleeding the team. Nobody had added it up. I did.
2
Built CARA before it was approved
AI response layer on top of Zendesk. No budget request, no roadmap item. Shipped it, measured it, then presented the results.
3
Built RELAY — replaced Zendesk entirely
48 routes, full customer service platform, 32 agents. $75K/yr in licensing gone. No external dependencies on critical support infrastructure.
4
Measured everything, then measured again
12,617 tickets analyzed. 95%+ CSAT through full automation rollout. $630K in value documented with receipts.

Quantified Business Impact

Clear return on investment through capacity creation, vendor elimination, and improved customer outcomes.

$500K+
Annual Capacity Value
Equivalent to 8-12 full-time employees now available for strategic work
$130K+
Vendor Costs Eliminated
Replaced Zendesk, Aissist, and other tools with custom solutions and complete ownership
95%+
Customer Satisfaction
Maintained high satisfaction while scaling operations globally through AI + human approach
24/7
Support Coverage
AI enables round-the-clock basic support across all time zones
5+
Cross-Functional Decisions
Weekly strategic decisions enabled by real-time customer insights
96%
Process Efficiency Gain
Apple reporting transformed from 8 hours to 30 minutes weekly

If you're hiring for VP/Director of AI — this is the work.

I'm not a consultant. I build things that run in production and have the numbers to prove it. Targeting $200K+ roles where I can build the next version of this at scale.

✉ Email Mike ← Full Portfolio LinkedIn ↗