For the past 18 months, I have been building Kai, testing, spotting problems, testing again, and fine-tuning.

During testing, Kimbley IT clients interacted with Kai during short live test runs, which I constantly monitored; in that time, only one person guessed they were interacting with an AI agent rather than a living member of the team.

This week, Kai has been released and is autonomously interacting with clients without the overwatch I have provided in the past. So far, Kai has done brilliantly, with no need for the team at Kimbley IT to get involved or deploy the kill switch.

With these increased real-life interactions, I’m able to fine-tune Kai even more, especially when scenarios play out that you hadn’t expected or seen during the testing phase.

My vision for Kai is that within the next 12 to 24 months, Kai will be running at least 90% (hopefully more) of Kimbley IT, and the already-large proprietary instruction set and system prompt will be highly valuable.

To get there, I plan to focus on a few key next steps: continue scaling Kai’s involvement across more client interactions, integrate feedback from real-life scenarios to enhance its performance, and continually review the system prompt to ensure it captures our evolving client needs.

The value, though, for our clients is that Kai is enabling us to provide increasingly more services and features at no additional cost, and the feedback so far has been brilliant.

One client recently shared that a new email security system powered by Kai, which analyses dodgy-looking emails and guides team members on how to deal with them, was a “Bloody good system in my book.” When Kai advised them not to engage with a lead that would turn into a scam later down the line. This was based on Kai’s knowledge of past emails and current scam trends, allowing Kai to make an informed decision and provide excellent guidance.

Kai’s definitely going to win the team member of the month award.