CELab - Ep 179 - How Jess Katz Built an AI‑Powered Customer Education Org as a Team of One

In this episode of the Customer Education Lab, we sit down with Jess Katz, Senior Customer Education Manager at Forter, to unpack how she built an AI‑powered customer education function as a team of one. Jess walks us through her journey from joining Forter with a blank slate and an aggressive launch timeline, to orchestrating a “swarm” of more than 20 specialized AI agents that now support everything from research and course design to writing, video scripts, and brand voice.

You’ll hear how Jess leveraged an internal AI hackathon to create her first product‑ and brand‑trained agent, then scaled that approach into a full “agentic learning” stack using tools like Claude, Gemini, Glean, and video platforms such as Clueso—plus a next‑gen AI‑native LMS. She explains her step‑by‑step method for designing agents, reverse‑engineering “what good looks like,” and acting as the strategic director of a hybrid team of humans and AI. If you care about Customer Education, Customer Success, or doing more with less through AI, this episode is a practical, down‑to‑earth blueprint for where our field is heading.

Here's the link to Jess's LinkedIn Article, "How I Built a Scalable Customer Education Engine as a Team of One Using AI Agents".

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Episode Highlights:

• From zero to launch: How Jess joined Forter with no existing customer education function and set an aggressive timeline to ship a full Help Center and Academy.
• Team of one → team of many (agents): Why she now operates with 20+ specialized AI agents across research, writing, analysis, and design.
• Agentic learning in practice: A concrete definition of agentic learning as a network of domain‑trained AI agents supporting both creators and learners.
• Hackathon origin story: How an internal AI hackathon (open to non‑engineers) became the catalyst for Forter’s first product‑ and brand‑trained agent.
• Replacing weeks of meetings: Case study where an agent analyzed a product screen recording and drafted a full article outline, saving weeks of PM/PMM + CE collaboration.
• Multi‑agent workflows: Using Glean to mine 100+ pages of onboarding data, one agent to analyze patterns, and another to convert that into on‑brand course modules.
• Strategic director mindset: Moving from “content producer” to director of a hybrid human + AI team, focusing on goals, quality, and business impact.
• and much, much more ...