Podcast Summary: The Agile Brand with Greg Kihlström® – Episode #701: No-Code as a Strategic Weapon, with Aytekin Tank, Jotform

Release Date: July 9, 2025

Introduction to the Episode

In Episode #701 of The Agile Brand with Greg Kihlström®, host Greg Kihlström delves into the transformative role of no-code platforms combined with agentic AI in enhancing customer experience (CX) and operational efficiency. The episode features Aytekin Tank, Founder and CEO of Jotform, who shares insights on leveraging AI to revolutionize customer support and drive business growth.

Guest Background: Aytekin Tank and Jotform

Aytekin Tank provides a brief overview of his journey from a developer to the CEO of Jotform. Starting as a programmer two decades ago, Tank bootstrapped Jotform, which has grown into a substantial enterprise with over 700 employees and 30 million users. His extensive experience spans business development, marketing, and customer service, positioning him as a thought leader in the no-code and AI-driven solutions space.

Aytekin Tank (02:45): "We have grown as a bootstrap startup and I learned a lot about business, marketing, customer service, all kinds of things."

Development of Jotform AI Agents

The discussion kicks off with the genesis of Jotform's AI Agents. Initially conceived during an internal hackathon, the idea was to simplify form filling by enabling voice interactions and chatbot conversations. However, user feedback revealed that the tool was being predominantly utilized for customer service rather than form completion, prompting a strategic pivot.

Aytekin Tank (03:50): "Most of the people were actually using this as a customer service product and only a small number of users were actually like really using it for forms."

Implementation and Impact on Customer Support

Jotform's AI Agents were officially launched in February as a customer service solution. By integrating AI into their existing support framework, Jotform experienced a significant increase in support interactions—from 2,000 daily conversations initially to around 5,000 conversations daily. The AI agents handled routine inquiries, allowing human support staff to focus on more complex issues.

Aytekin Tank (09:30): "We started reviewing every single conversation between AI agents and our customers. And we took all those learnings and started implementing solutions."

Enhancing AI with Improved Knowledge Base and Tools

A critical factor in enhancing the AI Agents' effectiveness was the continuous improvement of Jotform's knowledge base. By meticulously reviewing AI-customer interactions, the team identified gaps and updated the knowledge base accordingly. Additionally, integrating API tools enabled AI Agents to perform actions such as verifying email deliveries, which significantly boosted the resolution rate from 25% to over 75%.

Aytekin Tank (07:15): "If someone says they didn’t receive an email, the AI agent would use the API tool to check and provide an immediate solution."

AI and Human Collaboration in Support

The synergy between AI and human support teams has been pivotal. With AI handling straightforward queries, human agents were reassigned to oversee AI performance and address more nuanced customer needs. This collaboration not only expedited response times—from an average of one and a half hours to 45 minutes—but also enhanced the quality of support by allowing humans to focus on complex issues and maintain a personal touch.

Aytekin Tank (18:16): "With AI, you can provide a great service, but also keep that human touch in the back end so that if you cannot resolve the problems quickly, humans can also take over."

Productivity Gains and Agility through AI Integration

Integrating AI has significantly boosted productivity across Jotform. Employees utilize AI for various tasks, from deep research to decision-making, enabling them to focus on strategic initiatives rather than mundane tasks. Tank emphasizes the agility gained through AI, highlighting how rapid access to information and automated processes empower the team to make faster, more informed decisions.

Aytekin Tank (21:01): "Whenever I need to make a decision, I can go to ChatGPT and start having a conversation with it. I become more agile that way."

Conclusion and Key Takeaways

The episode underscores the strategic advantage of combining no-code platforms with agentic AI to enhance customer support and operational efficiency. Aytekin Tank's experience with Jotform illustrates how AI can automate routine tasks, improve response times, and elevate human roles to focus on higher-value activities. The collaboration between AI and human agents creates a robust support system that drives customer satisfaction and business growth.

Greg Kihlström (20:45): "I don't believe that AI will completely replace humans in the workforce... but it certainly elevates the role of humans to manage and improve systems."

Key Insights:

• Strategic AI Integration: Leveraging AI to handle routine customer inquiries can significantly reduce response times and improve resolution rates.
• Continuous Improvement: Regularly updating the knowledge base and refining AI capabilities through human oversight ensures sustained performance and reliability.
• Human-AI Collaboration: AI can augment human roles by taking over repetitive tasks, allowing humans to focus on complex and value-added activities.
• Productivity and Agility: AI tools enhance productivity by automating manual processes and providing rapid access to information, fostering a more agile and responsive organization.

Notable Quotes:

• Aytekin Tank (03:50): "Most of the people were actually using this as a customer service product..."
• Aytekin Tank (07:15): "The AI agent would actually use the API tool to make a connection..."
• Greg Kihlström (20:45): "It elevates the role of the human to not just be one on one with an individual customer."

For more insights and to listen to the full episode, visit The Agile Brand.