A cited archive of what people at leading organizations have said about how they use AI, how, why, and with what results. Every passage is verbatim, with its source.https://the-ai-record.com/en-ushttps://the-ai-record.com/passages/intercom-can-teach-you-what-do-because-fully-2026/https://the-ai-record.com/passages/intercom-can-teach-you-what-do-because-fully-2026/“We can teach you what to do because we have fully transformed our own customer experience” Intercom (renamed Fin in May 2026), Fin website (Intercom's rebranded own site), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/intercom-currently-2-million-weekly-resolutions-growing-fast-2026/https://the-ai-record.com/passages/intercom-currently-2-million-weekly-resolutions-growing-fast-2026/“Currently at 2 million weekly resolutions and growing fast” Intercom (renamed Fin in May 2026), Fin website (Intercom's rebranded own site), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/intercom-resolution-type-outcome-counted-when-following-fins-2026/https://the-ai-record.com/passages/intercom-resolution-type-outcome-counted-when-following-fins-2026/“A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution).” Intercom (renamed Fin in May 2026), Intercom help center (the company's own documentation), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/intercom-weve-been-seeing-around-560-000-resolutions-2026/https://the-ai-record.com/passages/intercom-weve-been-seeing-around-560-000-resolutions-2026/“We've been seeing around 560,000 resolutions a month with Fin, at about a 79% resolution rate,” Isabel Larrow, Intercom (renamed Fin in May 2026), Intercom website (the vendor's own homepage, quoting a customer), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/natwest-2025-cora-handled-12-9m-retail-banking-2026/https://the-ai-record.com/passages/natwest-2025-cora-handled-12-9m-retail-banking-2026/“In 2025, Cora handled 12.9m retail banking customer conversations, 50% of which needed no human intervention.” NatWest Group, NatWest Group website (the company's own sustainability page), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/natwest-9-000-contact-centre-colleagues-using-ai-2026/https://the-ai-record.com/passages/natwest-9-000-contact-centre-colleagues-using-ai-2026/“~9,000 contact centre colleagues are using AI to transcribe customer conversations and reducing time spent to search relevant data.” NatWest Group, NatWest Group website (the company's own sustainability page), 2026-10-29.Thu, 29 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/warp-github-labels-serve-state-machine-connects-agents-2026/https://the-ai-record.com/passages/warp-github-labels-serve-state-machine-connects-agents-2026/“GitHub labels serve as the state machine that connects the agents. Each agent watches for a specific label, does its work, and applies the next label:” Warp, Set up your software factory, 2026-10-28.Wed, 28 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/warp-human-intervenes-two-points-approving-spec-2026/https://the-ai-record.com/passages/warp-human-intervenes-two-points-approving-spec-2026/“A human intervenes at two points: approving the spec before implementation begins, and merging the PR after review. Everything else runs automatically.” Warp, Set up your software factory, 2026-10-28.Wed, 28 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/warp-most-important-human-checkpoint-loop-accurate-spec-2026/https://the-ai-record.com/passages/warp-most-important-human-checkpoint-loop-accurate-spec-2026/“This is the most important human checkpoint in the loop. An accurate spec leads to a correct implementation; a wrong spec leads to a correct implementation of the wrong thing.” Warp, Set up your software factory, 2026-10-28.Wed, 28 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/warp-oz-for-oss-complete-deployable-software-factory-2026/https://the-ai-record.com/passages/warp-oz-for-oss-complete-deployable-software-factory-2026/“warpdotdev/oz-for-oss is Warp's complete, deployable software factory for GitHub-hosted repositories. It includes all four agent roles, a Vercel webhook layer that handles GitHub events without GitHub Actions boilerplate, and self-improvement loops that propose skill updates based on maintainer feedback.” Warp, Set up your software factory, 2026-10-28.Wed, 28 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/warp-reviewer-agent-surfaces-issues-inconsistencies-human-2026/https://the-ai-record.com/passages/warp-reviewer-agent-surfaces-issues-inconsistencies-human-2026/“The reviewer agent surfaces issues and inconsistencies; the human makes the final call on quality and correctness.” Warp, Set up your software factory, 2026-10-28.Wed, 28 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-830m-ai-interactions-2026/https://the-ai-record.com/passages/zendesk-830m-ai-interactions-2026/“830M AI interactions” Zendesk, Zendesk website (the company's own marketing page), 2026-10-24.Sat, 24 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-automate-up-80-interactions-zendesk-ai-agents-2026/https://the-ai-record.com/passages/zendesk-automate-up-80-interactions-zendesk-ai-agents-2026/“Automate up to 80% of interactions with Zendesk AI agents.” Zendesk, Zendesk website (the company's own marketing page), 2026-10-24.Sat, 24 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-built-improve-every-resolution-proven-across-4-2026/https://the-ai-record.com/passages/zendesk-built-improve-every-resolution-proven-across-4-2026/“Built to improve with every resolution. Proven across 4.8B+ resolutions.” Zendesk, Zendesk website (the company's own marketing page), 2026-10-24.Sat, 24 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-resolve-up-80-even-most-complex-service-2026/https://the-ai-record.com/passages/zendesk-resolve-up-80-even-most-complex-service-2026/“Resolve up to 80%+ of even the most complex service issues across any channel.” Zendesk, Zendesk website (the company's own pricing page), 2026-10-24.Sat, 24 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-conversations-dont-pass-verification-considered-contained-resolution-2026/https://the-ai-record.com/passages/zendesk-conversations-dont-pass-verification-considered-contained-resolution-2026/“Conversations that don’t pass this verification are considered a Contained resolution.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-conversations-pass-verification-considered-verified-resolution-2026/https://the-ai-record.com/passages/zendesk-conversations-pass-verification-considered-verified-resolution-2026/“Conversations that pass this verification are considered a Verified resolution.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-messaging-default-conversation-ends-2-hours-after-2026/https://the-ai-record.com/passages/zendesk-messaging-default-conversation-ends-2-hours-after-2026/“Messaging: By default, the conversation ends 2 hours after the first message in the conversation, though this can be increased up to 72 hours.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-only-conversations-were-not-escalated-evaluated-automated-2026/https://the-ai-record.com/passages/zendesk-only-conversations-were-not-escalated-evaluated-automated-2026/“Only conversations that were not escalated are evaluated for automated resolutions.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-paying-per-automated-resolution-means-you-pay-2026/https://the-ai-record.com/passages/zendesk-paying-per-automated-resolution-means-you-pay-2026/“Paying per automated resolution means you pay only for customer requests that were successfully resolved by an AI agent, without any escalation to a human agent.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-system-flags-interaction-automated-resolution-because-live-2026/https://the-ai-record.com/passages/zendesk-system-flags-interaction-automated-resolution-because-live-2026/“The system flags the interaction as an automated resolution because the live conversation ended with the AI agent rather than a human representative.” Zendesk, Zendesk help center (the company's own documentation), 2026-10-20.Tue, 20 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/stripe-humans-helped-prioritize-38-ideas-then-agents-2026/https://the-ai-record.com/passages/stripe-humans-helped-prioritize-38-ideas-then-agents-2026/“Humans helped prioritize 38 ideas, then agents implemented the changes, trained models, debugged failed runs, and evaluated the results.” Ryan Drapeau, Stripe, Stripe developer blog, 2026-10-19.Mon, 19 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/bank-of-america-18-000-customer-service-representatives-receive-real-2026/https://the-ai-record.com/passages/bank-of-america-18-000-customer-service-representatives-receive-real-2026/“18,000 customer service representatives receive real-time guidance in seconds, helping them resolve client needs faster” Bank of America, Bank of America newsroom (the company's own press site), 2026-10-14.Wed, 14 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/bank-of-america-19-000-software-developers-experienced-efficiency-gains-2026/https://the-ai-record.com/passages/bank-of-america-19-000-software-developers-experienced-efficiency-gains-2026/“19,000 software developers have experienced efficiency gains of over 20% through real-time coding assistance” Bank of America, Bank of America newsroom (the company's own press site), 2026-10-14.Wed, 14 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/bank-of-america-94-client-interactions-now-digital-2026/https://the-ai-record.com/passages/bank-of-america-94-client-interactions-now-digital-2026/“94% of client interactions are now digital.” Bank of America, Bank of America newsroom (the company's own press site), 2026-10-14.Wed, 14 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/bank-of-america-clients-now-interact-erica-nearly-200-million-2026/https://the-ai-record.com/passages/bank-of-america-clients-now-interact-erica-nearly-200-million-2026/“Clients now interact with Erica nearly 200 million times per quarter.” Bank of America, Bank of America newsroom (the company's own press site), 2026-10-14.Wed, 14 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/bank-of-america-surpassed-3-8-billion-client-interactions-since-2026/https://the-ai-record.com/passages/bank-of-america-surpassed-3-8-billion-client-interactions-since-2026/“has surpassed 3.8 billion client interactions since its 2018 launch.” Bank of America, Bank of America newsroom (the company's own press site), 2026-10-14.Wed, 14 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/anthropic-anthropic-uses-claude-write-software-far-more-2026/https://the-ai-record.com/passages/anthropic-anthropic-uses-claude-write-software-far-more-2026/“Anthropic uses Claude to write software far more than almost any other company” Anthropic, Anthropic (own site), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/anthropic-may-2026-anthropic-averaged-around-2-500-2026/https://the-ai-record.com/passages/anthropic-may-2026-anthropic-averaged-around-2-500-2026/“In May 2026, Anthropic averaged around 2,500 code changes merged per day; as of September, we merged over 30,000 per day.” Anthropic, Anthropic (own site), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/anthropic-very-often-found-role-engineers-tell-claude-2026/https://the-ai-record.com/passages/anthropic-very-often-found-role-engineers-tell-claude-2026/“Very often, we found that the role of the engineers was to tell Claude “no.”” Anthropic, Anthropic (own site), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-one-week-may-burned-1-5-million-2026/https://the-ai-record.com/passages/ramp-one-week-may-burned-1-5-million-2026/“One week in May, we burned $1.5 million in tokens.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-say-support-agent-stuck-ticket-needs-engineer-2026/https://the-ai-record.com/passages/ramp-say-support-agent-stuck-ticket-needs-engineer-2026/“Say a support agent is stuck on a ticket that needs an engineer. She shares her Glass session. The engineer jumps in, sees everything, they finish it together.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-so-far-323-employees-pms-cx-agents-2026/https://the-ai-record.com/passages/ramp-so-far-323-employees-pms-cx-agents-2026/“So far, 323 employees (PMs, CX agents, salespeople, marketers, analysts) have made 6,500+ edits to what Glass knows.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-take-new-feature-requests-they-used-copied-2026/https://the-ai-record.com/passages/ramp-take-new-feature-requests-they-used-copied-2026/“Take new feature requests. They used to be copied by hand into Salesforce, about 300 a month. In May, an account manager saved a prompt to Glass that pulls them straight from customer calls. Now we capture 20,000 a month.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-third-emails-customers-when-something-they-asked-2026/https://the-ai-record.com/passages/ramp-third-emails-customers-when-something-they-asked-2026/“A third emails customers when something they asked for ships. More than 5,000 of those emails have gone out so far.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/ramp-when-moved-own-work-onto-bill-fell-2026/https://the-ai-record.com/passages/ramp-when-moved-own-work-onto-bill-fell-2026/“When we moved our own work onto it, our bill fell 30% overnight.” Eric Glyman, Ramp, Ramp company blog (signed by CEO Eric Glyman), 2026-10-13.Tue, 13 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/uber-since-launching-legal-team-weve-seen-over-2026/https://the-ai-record.com/passages/uber-since-launching-legal-team-weve-seen-over-2026/“Since launching with our Legal team, we’ve seen an over 20% reduction in average contract review time and 91% accuracy in AI-generated decisions.” Austin Greco, Uber, Uber engineering blog, 2026-10-08.Thu, 08 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/uber-uber-lawyers-then-review-each-suggestion-deciding-2026/https://the-ai-record.com/passages/uber-uber-lawyers-then-review-each-suggestion-deciding-2026/“Uber lawyers then review each suggestion, deciding whether to accept, reject, or modify it before final incorporation into the client response.” Austin Greco, Uber, Uber engineering blog, 2026-10-08.Thu, 08 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/zendesk-94-automated-resolution-during-tax-season-72-2026/https://the-ai-record.com/passages/zendesk-94-automated-resolution-during-tax-season-72-2026/“94% Automated resolution (during tax season) 72% Verified resolution (during tax season)” Zendesk, Zendesk customer story (the vendor writing about its own customer), 2026-10-08.Thu, 08 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/airbnb-agents-spin-up-then-triage-run-your-2026/https://the-ai-record.com/passages/airbnb-agents-spin-up-then-triage-run-your-2026/“agents spin up to then triage and run your on-call” Ahmad Al-Dahle, Airbnb, Latent Space (independent AI engineering publication), 2026-10-02.Fri, 02 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/airbnb-every-engineer-must-able-explain-even-if-2026/https://the-ai-record.com/passages/airbnb-every-engineer-must-able-explain-even-if-2026/“every engineer must be able to explain, even if an AI generated the PR, must be able to explain what they built.” Ahmad Al-Dahle, Airbnb, Latent Space (independent AI engineering publication), 2026-10-02.Fri, 02 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/airbnb-own-internal-agent-call-airchat-which-includes-2026/https://the-ai-record.com/passages/airbnb-own-internal-agent-call-airchat-which-includes-2026/“We have our own internal agent that we call AirChat, which [includes] basically all the necessary MCP organizational context,” Ahmad Al-Dahle, Airbnb, Latent Space (independent AI engineering publication), 2026-10-02.Fri, 02 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/airbnb-so-while-solve-50-tickets-were-actually-2026/https://the-ai-record.com/passages/airbnb-so-while-solve-50-tickets-were-actually-2026/“So while we solve 50% of the tickets, we're actually deliberate about the tickets we don't choose to solve yet [with agents].” Ahmad Al-Dahle, Airbnb, Latent Space (independent AI engineering publication), 2026-10-02.Fri, 02 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/atlassian-ai-native-development-processes-atlassian-cut-issue-2026/https://the-ai-record.com/passages/atlassian-ai-native-development-processes-atlassian-cut-issue-2026/“AI-native development processes at Atlassian have cut issue cycle time by nearly half, from 11.5 days to 6.7 days.” Atlassian, Atlassian (own site), 2026-10-01.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/atlassian-atlassian-agent-loops-jira-automatically-resolve-51-2026/https://the-ai-record.com/passages/atlassian-atlassian-agent-loops-jira-automatically-resolve-51-2026/“At Atlassian, agent loops in Jira automatically resolve 51% of potential vulnerabilities” Atlassian, Atlassian (own site), 2026-10-01.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/atlassian-internal-benchmarks-agents-access-teamwork-graph-delivered-2026/https://the-ai-record.com/passages/atlassian-internal-benchmarks-agents-access-teamwork-graph-delivered-2026/“In internal benchmarks, agents with access to the Teamwork Graph delivered 44% more accurate results while using 48% fewer tokens compared to agents operating without it.” Atlassian, Atlassian (own site), 2026-10-01.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/uber-mcp-gateway-unlocked-scalable-fast-consistent-path-2026/https://the-ai-record.com/passages/uber-mcp-gateway-unlocked-scalable-fast-consistent-path-2026/“MCP Gateway unlocked a scalable, fast, and consistent path to building AI agents within Uber and is currently hosting over 800 MCP servers and over 5000 tools.” Alok Srivastava, Uber, Uber engineering blog, 2026-10-01.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/intercom-fin-industry-leading-resolution-rates-averaging-76-2026/https://the-ai-record.com/passages/intercom-fin-industry-leading-resolution-rates-averaging-76-2026/“Fin has industry leading resolution rates, averaging 76% across 12,000+ customers, with many seeing over 85%.” Intercom (renamed Fin in May 2026), Intercom (own site), 2026-10.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/salesforce-5-decline-case-volume-12-fewer-cases-2026/https://the-ai-record.com/passages/salesforce-5-decline-case-volume-12-fewer-cases-2026/“a 5% decline in case volume —and 12% fewer cases than forecasted—even while product adoption grew” Salesforce, Salesforce (own site, webinar listing), 2026-10.Thu, 01 Oct 2026 00:00:00 GMThttps://the-ai-record.com/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026/https://the-ai-record.com/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026/“we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team” Salesforce, Salesforce (own site, webinar listing), 2026-10.Thu, 01 Oct 2026 00:00:00 GMT