For Amun, Pankaj and the Media Lions team

Hey Amun, my name is Aidan.

I lead AI automation at TicketSwap in Amsterdam, where the support operation now runs mostly on AI. Ailse passed on what you’re after, and it’s close to what I do every day. Here’s what I’ve built, and what I’d build for you.

78%of customer support automated, per a published case study

85%+customer satisfaction every month while the AI took on more of the work

19Musers on the platform the AI supports

BackgroundFour and a half years at TicketSwap, from the support desk to leading automation, reporting to the Director of Operations. I was the main driver behind the company creating the automation role.
Hands-onI design systems end to end and build them with Claude Code: 10+ coded automations, plus the agentic workflows running inside OpenCX, from API connections and webhooks to bots and multi-agent AI, each measured against the real numbers.
Business firstI start with the problem, design the fix, measure the result, then iterate.

OpenCX is the AI platform that answers TicketSwap’s customers and hands over to a person when needed. It published a case study on our 78% automation, with a short video I feature in. I led the rollout and was the primary driver behind that result.

Before

A normal day at Media Lions

Three moments from your notes.

6 hours waiting

Marco asks for his numbers at 02:14. He gets them at 08:47.

Affiliates are in every time zone
Account managers aren’t
Campaigns get paused while they wait

Simple questions about their own numbers sit in Telegram overnight.

30 minutes every morning

The daily report is built by hand.

Export, filter, copy, paste
Out of date by lunch
No time to ask why a number moved

The numbers arrive, the explanation doesn’t.

12 days out of date

After every call, HubSpot waits.

Next steps live in someone’s head
Tasks created when there’s a quiet moment
The pipeline never quite matches reality

Next steps live in chats and heads, so the pipeline never matches reality.

Now the same day, with an assistant that knows the business.

After

The same day, with the assistant

Seven jobs, one assistant. Tap a follow-up to try it.

How it fits together

Two assistants, two jobs

For the team

Claude, connected to Everflow and HubSpot.

For affiliates

An AI assistant on Telegram that answers questions about their own numbers at any hour. Each affiliate only sees their own data, and every conversation is logged to HubSpot.

Plan

How we’d get there

Scoping callAgree what success looks like (time saved, qualified prospects, margin) and who approves what.
Step 1: Daily reportsA read-only Everflow report, checked against your current numbers before anyone relies on it.
Step 2: Affiliate assistantAnswers affiliates’ questions about their own numbers on Telegram, and hands over to the account manager.
Step 3: HubSpot and outreachRecord updates, follow-up tasks and drafted outreach, with a person approving every message.
Later: meetings and coachingMeeting notes, sales coaching, and a voice assistant once the basics work.

Next step: let’s have a chat?

If this looks useful, I’d love to talk it through with you and Pankaj.