In this session, discover how Atlassian’s Customer Support Services (CSS) worked with the Customer Service Management (CSM) product team to transform customer support through AI. Acting as “Customer 0,” CSS shaped the CSM AI Agent's development, creating a hybrid support model that combines human expertise with intelligent automation. We’ll share success metrics and the story behind the transformation. You’ll learn how the team embraced experimentation, developed new skills, and reimagined modern support. Whether starting your AI journey, or refining it, this talk provides actionable insights for evolving support with a focus on customer happiness, not just deflection.