What if your backlog of support tickets could do more than record problems?

In this episode of Builder Stories, Kyle James sits down with Tom Bachant, founder and CEO of Unthread, to explore how AI can transform everyday support conversations into actionable insights.

Tom’s journey spans from co-founding the ride-sharing startup Dashride (acquired by Cruise) to leading Unthread, an AI-powered support platform that lives entirely inside Slack. Along the way, he built the Support Ticket Analyzer Agent on Agent.ai — a practical tool that turns raw CSV data into clear recommendations for product, IT, and HR teams.

You’ll learn:

• How Unthread automates internal support directly within Slack
• The story behind Tom’s Support Ticket Analyzer Agent and how it works
• Why actionable insight is more powerful than simple AI summarization
• How teams can use AI to prioritize fixes, improve documentation, and plan better roadmaps
• The human lessons behind building real, useful AI agents

💬 Join the community: https://community.agent.ai

If you’ve ever wondered how to make AI actually useful for your team, this episode will show you where to start.

Learn more and connect with Tom Bachant:

• Connect with Tom on LinkedIn: https://www.linkedin.com/in/tombachant/
• Tom’s Support Ticket Analyzer Agent: https://agent.ai/profile/ticket-analysis
• Unthread’s Website - https://unthread.io/