Tired of Tickets? Ask Frank: AI-Native Tier 1 Support with Shawn Ennis

On this episode of the Transformation Leaders Podcast, David is joined by co-host Shawn Ennis to break down a problem every support organization knows too well: drowning in tickets. Shawn walks through a tool he built called Frank, a tier-one support automation agent that acts as a first pass on incoming tickets, deflecting routine requests, catching missing logs and duplicate tickets, flagging false alarms, and escalating the angry customers who need a human now. The pitch isn't replacing people. It's giving the support team some sanity back. Shawn shares the math: roughly 70% of tickets are routine triage work that burns out the engineers you're paying $150K a year, while only about 30% is the hard problem-solving that actually needs them. Frank handles the busywork and hands the rest to humans with context already attached. David and Shawn dig into why this kind of surgical, targeted AI beats the giant moonshot projects most companies chase, what Frank can do across telecom, energy, and healthcare, and how it stacks up on price against mid-market platforms like ServiceNow (roughly a quarter of the cost, all-in at $50K a year including setup and integration). The bigger argument running through the conversation: the best AI use cases aren't the biggest ones, they're the ones with the best bang for your buck, scoped and tested by someone who knows what they're doing. If you want to talk through Frank or any other business problem you're trying to solve with AI, reach out through TransformationLeadersPodcast.com and connect with David and Shawn on LinkedIn. New episodes every Wednesday at 12pm Eastern. 🎙️ New to streaming or looking to level up? Check out StreamYard and get $10 discount! 😍 https://streamyard.com/pal/d/50270087...