How AI Is Changing How Customer Bugs Get Resolved

Despite advances in digital experience, the process for reporting and fixing software bugs has changed little since the 1990s. As software has become the primary interface between companies and customers, resolution speed now defines the customer experience.

In this episode of The Modern Customer Podcast, Matt Rubright, Chief Customer Officer at Jam, explains how the platform addresses that gap by capturing technical context within the bug-reporting and support workflow.

By making technical context available earlier in the customer journey, AI allows teams to begin investigation sooner and avoid the back-and-forth that slows progress. Jam makes that context immediately available to both support and engineering, clarifying ownership, improving coordination, and helping issues reach resolution faster.

Key highlights from the conversation:

• How AI is changing the way support and engineering work together
• Why bug fixing has become a customer experience responsibility
• How AI is accelerating customer feedback and issue resolution
• How shared technical context is reshaping collaboration and accountability

This episode is sponsored by Jam. 🎧 Listen to the full conversation and learn how teams are rethinking bug resolution at jam.dev.

Stream now on Apple Podcasts, Spotify or your favorite podcast platform.