The Hidden 30%
Everyone celebrates chatbots achieving a 70% deflection rate. But the other 30% is causing your churn - and most companies never get better at it.
Every company has a revenue problem they've learned to live with. Companies are living with preventable churn because their customer support is not good enough.
The easy tickets get deflected by a chatbot and everyone celebrates the 70% deflection rate. But the other 30% are causing churn. These issues take days to resolve, pull in a principal engineer, and leave the customer waiting. And the worst part is that companies never get better at them. The resolution for every hard issue lives in someone's head. Next time a similar issue comes up, it takes days to resolve again.
The current wave of AI in support has mostly attacked the easy problem. Better chatbots, faster deflection. B2C companies are starting to show what's possible when a chatbot can actually do something: cancel an order, issue a refund. But in B2B, the hard issues still land in a Slack thread with six people, a Jira ticket that's been open for three days, and an engineer who should be building.
Companies are starting to build their own solutions using Claude and MCPs. Most of them will fail. Homegrown solutions are triggered manually instead of listening to what's already happening across your tools. They rarely have enough data to improve themselves. And most teams end up in one of two modes: YOLO, where the agent does whatever it wants, or approve-everything, where a human is still in the loop on every single action.
Neither works.
Pebble sits inside the tools your team already uses. It listens across Slack, Zendesk, Jira, and your codebase and responds as new information comes in, without waiting to be asked. Once Pebble has found a root cause, it fixes, tests, and updates the customer automatically. It's given carefully scoped access and can request additional permissions when needed, so you're never choosing between control and speed. And every resolution gets captured, so the next time a similar issue comes up, it gets resolved faster with less human involvement.
The 70% deflection rate isn't the number to optimize. It's a distraction from the 30% that's actually costing you customers.
We're building support into a system that gets smarter and more capable with every ticket.