The Fini Podcast: Building AI Workflows In-House | Shahaf Tsaig

Shahaf Tsaig is Director of Support and Program Management at Logz.io, where he leads a 24/7 global support team serving 1,300+ B2B customers with a 95% CSAT score. What makes Shahaf different: he spent 10 years as a software developer before moving into support leadership. In this episode, he breaks down why his first AI vendor failed at 70% accuracy and how building workflows in-house got him to 99%, the three AI tools that save his team the most time (categorization, summary, and resolution AI), and why he keeps humans in the loop even with heavy automation. Plus: why knowledge base quality matters more than the AI model, his advice for support leaders starting their AI journey, and why support will always exist to fill product gaps.