On a typical weekday, our support engineers at Atlan used to start their shift in Zendesk with a familiar feeling: too many tickets, not enough clarity. Someone from the team was always wearing an unofficial second hat – queue manager. They would scan every new issue, guess whether it belonged to a particular product area or issue type, check who…
This is the story of how we discovered we needed to rebuild—and why that decision unlocked Atlan’s transformation from product to platform. Follow along as we explore the architectural constraints, platform economics, and the journey toward extensibility and marketplace ecosystems.
Three months ago, we launched what we believe is the world’s first AI-native customer success organization. Here’s what we learned about transforming not just workflows, but the fundamental nature of CX work itself. The Genesis: Reimagining What’s Possible It started with a simple observation: every role around us was evolving with AI. Engineers were coding differently with tools like Cursor,…
At Atlan, we’ve been living and breathing Cursor for a few months now. We’ve tested it with background agents, AI-assisted PRs, code generation, bug fixes and many more, pushing the boundaries of AI-assisted development to the next level. Some of it has been surprisingly good. Some of it? Not so much. But if there’s one thing we’ve learned, it’s this:…
Whether it’s answering questions, automating tasks, or driving business decisions, modern data teams are embracing AI assistants to move faster. But these tools often fall short when it comes to context. AI agents don’t know where your trusted data lives. They can’t trace relationships across assets or understand how changes will ripple through your stack. Without access to metadata, they’re…
