The phrase “AI in Customer Experience” usually conjures images of chatbots, reactive tools designed to talk to customers when things go wrong and other plasters for what could be described as ‘big wounds’ in the experience flow. But a new wave of deep technology, known as Agentic AI, is promising to fix problems before the user ever encounters them.
Leading this shift is customer experience platform Skubl, an autonomous infrastructure platform that uses “Customer Experience Agents” to detect and repair friction across the digital economy.
We sat down with Skubl’s founder, Machine Learning Researcher Cameron Batt, to discuss why LLMs alone can’t solve the enterprise friction problem, why Skubl goes far beyond e-commerce, and how he is building a defensible moat around the “Self-Healing” internet.
TechBullion: Let’s start with the elephant in the room. Every startup right now claims to be an “AI Company.” Often, that just means they wrapped a UI around GPT-4. Why is Skubl different?
Cameron Batt: That’s a great question, as yes, most Ai platforms are just ChatGPT wrappers. In short, Skubl creates action and not more prompts.
An LLM can write you a poem or suggest a line of code. But an LLM cannot sit inside the network traffic of a global bank, analyse a million user sessions in real-time, realise that a login modal is failing for users on iOS 17, and deploy a patch to the Edge network to fix it instantly.
That isn’t a language problem, it’s an infrastructure problem. Skubl is built on proprietary Causal Inference models and Computer Vision. We aren’t just generating text, we’re simulating cognitive behaviour at scale. That is a massive engineering moat that a generic LLM simply cannot cross. We’re able to do this by using our own proprietary data that’s focused on customer experience metrics, not the standard stuff that an LLM uses as context.
TechBullion: You often talk about the “Ad-Tech Gap” from your time as an Agency Director. How does that philosophy apply outside of just retail?
Cameron Batt: The gap exists everywhere. Whether you are a Fintech platform, a SaaS giant, or a Healthcare provider, you are spending billions to acquire users. But ultimately, you’re sending those users to static, brittle interfaces that have a one-size-fits-all design.
If a banking app crashes when a user tries to transfer money, or a healthcare portal has a confusing UI that prevents a patient from booking an appointment, that is a failure of infrastructure.
We don’t just work on “shopping carts.” We work on Experience Reliability. Skubl’s agents act as an immune system for any digital interface. They crawl the application 24/7, acting like a swarm of “Digital Mystery Shoppers” or QA Engineers, finding friction and fixing it before it impacts the bottom line or the user trust.
TechBullion: So this is bigger than just “Conversion Rate Optimization”?
Cameron Batt: Much bigger. “Optimization” implies you are tweaking a button coluor to get more clicks. We are building Self-Healing Infrastructure and providing data that clients didn’t even know they needed.
Think of Palantir for data, or Cloudflare for security. Skubl is that layer for Experience. We are the all-seeing eye that sits between the brand and the customer. We ensure that the interaction, whether it’s buying a luxury watch or filing an insurance claim, is flawless, fast, and accessible.
When you operate at that level, you aren’t a marketing tool anymore. You are mission-critical operational software.
TechBullion: One of the historic barriers to automation in the enterprise is the fear of “breaking the brand” or losing control. How do you solve that?
Cameron Batt: That is the classic tension: Data Science vs. Brand Identity. Historically, automated tools were blunt instruments, they would make a site ugly just to get a click.
We solved this by building Visual Governance Agents. Because my background is in research and multi-armed bandit algorithm models, we treated Brand Integrity as a hard constraint in the model. Our agents digest a company’s design system—their fonts, spacing, tone of voice.
We can tell the AI: “Maximise user retention, but never violate these aesthetic rules.” It allows a global enterprise to have the agility of a startup without ever compromising their identity. It’s “Safe Autonomy.”
TechBullion: Looking forward, where does the “Human” fit into a world of Autonomous Agents?
Cameron Batt: Humans become the Architects, and Agents become the Workforce.
Right now, brilliant product managers and developers are burning out doing “digital janitorial work”, manual QA, checking links, reviewing logs. It’s a waste of human potential.
When Skubl’s agent swarm takes over the observation and remediation of the infrastructure, humans are liberated to focus on the Strategy. We aren’t replacing the team; we are giving them an infinite, sleepless workforce to handle the execution.
TechBullion: What is the endgame for Skubl?
Cameron Batt: The end of friction.
We are moving toward a world where technology disappears. When you use an app or visit a site, it should just work. It should anticipate your intent and adapt to your needs instantly. Skubl is the engine that makes that possible. We are building the logic layer for the next generation of the internet.
