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EP012: How CarParts.com Replaced Their Entire Support Stack w/ Aurelia Pollet
Aurelia Pollet, VP of Customer Experience at CarParts.com, led a small team that built a fully custom AI chatbot and ticketing system from scratch in three months.
She shares how they did it, what went wrong when their AI agent Harper made promises it couldn't keep, and why the real value of AI isn't cost-cutting — it's creativity that was never possible before.
KEY TAKEAWAYS
Build vs. buy is a real question: Off-the-shelf tools were bloated with features they didn't need and missing the ones they did — building from scratch gave them full control at lower cost.
Start with one small thing…
The skinny
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