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

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.

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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.

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(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