How Relevance AI Built Customer Support to Scale

This session goes behind the scenes on how Relevance AI's customer support operation evolved as the company grew. Rather than talking about customer experience in general, Alex will show the actual AI + human support system she helped build: the workflows, agents, changes, metrics and decisions behind it. Her perspective spans the evolution from leading support, into a broader CX remit across support and community, and then into leading community as the two functions separated. That gives the session a practical view of what changes when an early-stage support function has to become something built to scale. What you'll leave with A practical look at how an AI + human support model can work in a scaling startup Examples of workflows and agents used in the real operation Lessons from what changed as the function scaled A clearer view of where AI genuinely helps and where human judgement still matters Ideas to apply when building or rebuilding your own support function FormatBehind-the-scenes operator deep dive and Q&A. Who it's forFounders, customer experience leaders, support leaders and operators building or scaling customer support. Speaker Alex WaiteRelevance AI Alex Waite has helped build Relevance AI's customer experience from the inside. She led support as the function grew, then led a broader CX remit spanning support and community, before the two functions were separated and she moved into leading community. That journey gives her first-hand experience of what changes when a startup's customer operation has to evolve from an early-stage support function into something built to scale. The Startup Growth Lab is 2-days of practical workshops, live demos and real conversations, part of Spark Festival at UTS, 23-24 September 2026.