> cat ai-squad-overview.md

One of the most common questions I get from colleagues is: “What exactly does the AI Squad do?” So I thought I’d write a proper overview of how our team works, what we focus on, and why it matters.

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The mission

The AI Squad exists to make WordPress.com’s AI support bot as accurate, helpful, and ‘human-feeling’ as possible. Our bot handles thousands of support conversations, and our job is to make sure those conversations are genuinely useful for the people on the other end.

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How we work

Our process revolves around a few key activities:

// feedback reviews — Squad members regularly review our bot’s responses to evaluate quality. We look at accuracy, tone, completeness, and whether the bot genuinely resolved the user’s issue. These reviews feed directly into improvements.

// data analysis — I track bot statistics, accuracy rates, CSAT scores, and escalation patterns. When something trends in the wrong direction, we investigate and act.

// cross-team collaboration — We don’t work in a silo. We partners closely with teams to ensure our priorities align with the broader division strategy.

// weekly reporting — Every week we publish detailed updates. This keeps everyone informed and creates a transparent record of our progress.

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Why it matters

AI in customer support isn’t about replacing human support. It’s about handling routine questions quickly and accurately so that our Happiness Engineers can focus on complex, high-value interactions. When our bot gets it right, users get faster help and our Happiness Engineers can spend their time where it counts most.

That’s the balance we’re always working towards.