#280 Aytekin Tank: How to Fully Automate Your Customer Service with AI Agents

5 snips

Aug 17, 2025

Aytekin Tank, Founder and CEO of JotForm, shares his journey from creating an online form builder to launching AI Agents that revolutionize customer service for small and medium-sized businesses. He discusses how the company's initial AI project evolved into powerful tools for appointment scheduling and task performance, significantly improving efficiency and user experience. With a vision for every business having its own AI assistant, Aytekin explores the transformative potential of AI in customer interactions and operational efficiency.

Ask episode

AI Snips

Chapters

Transcript

Episode notes

ANECDOTE

Founder Origin Story

Aytekin started JotForm after building many internal forms as a developer and couldn't find a simpler tool.
He bootstrapped the company for two decades and grew it to millions of users without outside investors.

ANECDOTE

Hack Week Pivot Reveals Real Use

A hack-week prototype for voice form filling revealed beta users used it mainly for customer service.
That user behavior triggered a product pivot from voice forms to AI agents for support.

INSIGHT

AI Plus Tools Drives Resolution

Deploying JotForm AI internally raised automated resolution from 30% to 70% within two months.
Improvements came from better retrieval (RAG), richer user guides, and adding action-capable tools.

Get the Snipd Podcast app to discover more snips from this episode

Get the app

This episode is brought to you by Extreme Networks, the company radically improving customer experiences with AI-powered automation for networking.Extreme is driving the convergence of AI, networking, and security to transform the way businesses connect and protect their networks, delivering faster performance, stronger security, and a seamless user experience.

Visit https://www.extremenetworks.com/ to learn more.

JotForm began nearly twenty years ago as a simple online form builder.

Today, it has grown into a platform powering millions of users and has recently stepped into a new era of AI. In this episode, Aytekin Tank, founder and CEO of JotForm, shares the story of how the company pivoted from forms to launching AI Agents that are changing the way small and medium-sized businesses handle customer support and automation.

Aytekin explains how JotForm’s AI journey started as an internal experiment to fill out forms by voice, only to discover that most users wanted it for customer service. That insight sparked the creation of JotForm AI Agents, tools that don’t just answer questions, but perform tasks, scale support teams, and transform the customer experience.

Beyond the technology, Aytekin outlines a bold vision of the future where every business, no matter the size, will have its own AI-powered agent available around the clock to schedule appointments, answer questions, and even process transactions.

This conversation explores how AI is reshaping customer service and why small businesses, nonprofits, and educators stand to benefit the most from this wave of innovation.

Stay Updated: Craig Smith on X: https://x.com/craigss Eye on A.I. on X: https://x.com/EyeOn_AI

(00:00) The Scale of JotForm Today and the AI Vision (01:32) Aytekin’s Journey: From Developer to Bootstrap Founder (03:36) The Pivot: From Voice Forms to AI Customer Service (05:25) Building and Launching JotForm AI Agents (06:20) Using AI Internally: Cutting Tickets and Boosting Resolution Rates (08:13) Why AI Agents Go Beyond Chatbots (12:22) Demonstrating JotForm AI in Action (21:40) The Tech Stack Behind JotForm’s AI Agents (24:59) Training and Teaching Your Own AI Agent (33:27) Competition, Differentiation, and Market Strategy (36:55) Why Small Businesses Need AI the Most (38:24) The Future: Every Business With Its Own AI Agent (40:19) Pricing, Growth, and Lessons in Scaling AI (42:26) Slow Growth vs Explosive Scale and Lessons Learned (43:55) Aytekin’s Vision for AI in Business