The $29 billion AI coding startup Cursor says it has automated most of its internal support operations, offering a glimpse into how artificial intelligence is rapidly reshaping business workflows.
AI helpdesk automates 80% of internal support tickets
Speaking at Fortune’s Brainstorm AI conference in San Francisco, CEO Michael Truell said Cursor has built an internal AI helpdesk that resolves most employee and customer support requests without human intervention, reported Fortune.
“We have already automated about 80% of our support tickets,” says Truell, adding that the system has been customized to work with Cursor’s internal knowledge and operational tools.
Internal AI systems allow employees to request company-wide information
Truell said Cursor has also implemented an AI-powered internal communications system that allows employees to ask questions and get immediate answers from across the organization.
“We have a system where people can ask any question about the company and have it answered by an AI,” he said.
He added that the company has embedded “forward-deployable engineers” to build custom AI tools for operations and sales as the company experiments with extensive automation.
Research into the impact of AI on productivity
A study by the nonprofit METR found that experienced developers sometimes took longer to complete tasks as time was spent querying and reviewing AI-generated code.
In contrast, a University of Chicago study found that teams using Cursor tools merged more code changes than non-users.
“A lot of people think that junior developers get the most out of AI,” says Truell. “It seemed that senior engineers were actually more effective.”
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AI disruption in the workplace and productivity gains
Anthropic’s Internal research found that Claude Code increased employee productivity while reducing collaboration, weakening skills development, and increasing fears about long-term job security.
Employees said AI helped them complete more work and launch new projects, but many reported collaborating less with colleagues and worrying that their technical skills were declining.
OpenAI CEO Sam Altman said AI will likely automate 30% to 40% of work tasks in the near future, arguing that the technology would reshape the way jobs function rather than simply eliminating them.
He emphasized the need for stricter regulation and safety as AI capabilities continue to develop.
In the meantime, Kevin O’Leary pushed back against fears of massive job losses, saying AI improved work by removing repetitive tasks.
He said many of his companies had implemented AI to reduce costs and increase productivity, comparing the transition to previous technology shifts such as television and radio.
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Disclaimer: This content was produced in part using AI tools and was reviewed and published by Benzinga’s editorial staff.
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