AI-Ready CX Operations
AI-enabled CX operations. Built, shipped, and measured.
Your competitors' customers aren't waiting on hold - AI agents are already handling tier 1 support at the brands you compete with. I help DTC brands move from human-only to AI-augmented support without losing the customer relationships they have built.
Why NextEraCX
The bridge between old-school CX and what's next.
Every DTC brand on Shopify is about to face the same decision: keep scaling support the old way - more agents, more cost, same problems - or figure out how to deploy AI agents without alienating your best customers. Most AI vendors will sell you tools. Nobody is designing the transition.
I have spent 10+ years building CX operations the traditional way - SOPs, QA frameworks, escalation paths, Gorgias configurations, knowledge bases. That foundation is exactly what AI agents need to work. An AI agent is only as good as the knowledge base it reads and the escalation logic it follows. I know how to build both.
The real skill is not deploying the AI. It is designing the handoff - the exact moment a conversation needs a human. Get that wrong, and your automation becomes a customer churn machine. Get it right, and your team handles the moments that matter while AI handles the rest.
Mathias Dorr
Principal
Services
How I help brands make the transition.
Every engagement starts with understanding where you are today and what needs to be true before AI agents can handle your tier 1 volume.
AI-Ready CX Audit
A 2-week diagnostic of your CX operation - knowledge base, automation rules, escalation paths, ticket patterns - scored against what modern AI agents need to perform. Fixed fee. Clear deliverables.
AI Transition Implementation
Hands-on buildout: knowledge base restructuring, automation rule design, handoff logic between AI and human agents, QA frameworks. Gorgias-native.
Ongoing Advisory
Monthly retainer for brands mid-transition. Continuous optimization of AI agent performance, escalation tuning, and keeping your team aligned as the operation evolves.
Recent Work
Not just advising - building.
Production systems shipped and running today, hands-on with the AI itself.
LLM Parsing + Evaluation Framework
Built AI data-entry parsing for a consumer subscription product, with a custom evaluation battery that tests output quality against real-world cases before anything reaches a customer.
Lifecycle Automation
Designed quiz-driven segmentation routing four customer personas through tailored onboarding, nurture, and retention email journeys.
Two-Brand Subscription SaaS
Launched and operate a two-brand subscription product end to end - billing, auth, database, and support workflows.
Find out if your CX operation is ready for AI agents.
The AI-Ready CX Audit is a fixed-fee, 2-week engagement. You get a clear picture of what is ready to automate, what needs human hands, and exactly how to design the transition. No ongoing commitment required.
Get Your AI-Ready Audit