Manoj Kumar Pathipati

Head of Engineering @richpanel

Building & scaling AI-first CX products for ecommerce
Product-minded engineer • problem solver

[Amit R G @realamitrg]

A customer went live on Richpanel 3 weeks ago. Already at 70% AI automation.

No months of onboarding. No months of training.

AI learns from past tickets, replicates your best agents, and takes the action across your tools.

[Amit R G @realamitrg]

Which AI models are brands actually using for customer support?

950+ billion tokens. 3 months of production usage on Richpanel.

We’ve made the model leaderboard public.

Compare usage, cost per resolved conversation, and filter by use case.

Go explore here.

https://t.co/hsUc9G91DS

[Amit R G @realamitrg]

Richpanel presented on stage at OpenAI founders day 🥹

[Manoj Kumar Pathipati @manoj63947]

Your support team just got a phone. 📞

Richpanel Phone brings calls right into your helpdesk.

Call customers, receive calls, see who’s calling, access their order history and LTV, and collaborate with your team using Listen, Whisper, and Join.

All in Richpanel.

[Manoj Kumar Pathipati @manoj63947]

Richpanel MCP is now officially available on the Claude Marketplace 🚀

Many of you have already been using Richpanel with Claude through our custom MCP.

Now it’s even easier. Find Richpanel directly in the Claude Marketplace and get connected.

https://t.co/QHx33tuXeL

[Amit R G @realamitrg]

Small correction, Connor: first reply time is now 8 minutes. Down from 22 hours.

And that includes an intentional 4–10 minute delay on AI emails. The team didn’t want instant replies to spook customers 😂

Now, you need to understand how hard this dude is to impress.

Me: “We can save you $500K.”
Connor: “But I want $1M.”

You go into a call thinking you’re about to blow his mind.

“Yeah, this is good. But I want moreee.”

So yes, seeing him post this made my day.

This is an 8/10 on the Connor scale. Which is an 11/10 on the normal human scale.

[Medusa @medusajs]

15 new community integrations just landed

This month’s additions span payments, AI-first customer support, fulfillment and tracking, print-on-demand, brand management, bookkeeping, and B2B procurement, and more.

https://t.co/B33d9oJuXz

[Onward @useonward]

Great news for CX teams: @useonward is now integrated with @Richpanel!

If you use Richpanel to answer customer emails, a customer's shipping-protection claims and protected orders now show up right in the conversation sidebar.

Your team can:

-> See claim status, cause, and resolution without leaving the ticket
-> Confirm in seconds whether a customer's order is protected
-> File a new claim on the customer's behalf, right from the conversation

Faster resolutions, happier customers, zero tab-switching.

Turn it on in Richpanel under Settings → Apps.

More details: https://t.co/2wHzBsz7FA

[Amit R G @realamitrg]

Ecom bros get a bad rap as customers.

"Too demanding."
"They pay nothing."
"They churn."

Sure. Also true:

They'll take a bet on a nobody. Nobody else gives you your first logo.

Deliver once and they tell everyone. Friends. Neighbors. The group chat. You can stop doing marketing.

Strong opinions, loosely held. Tell them they're wrong with data and they'll change their mind by Friday.

They root for you. Genuinely.

They give back before they ask.

They want their friends to win too.

Best customers I've ever had.

[Ecomm Cowboy @ecommcowboy]

"One brand went from 9,000 refunds a day to 3,000."

@realamitrg, CEO at @Richpanel, says "If you measure customer support agents on first-response time and ticket volume, they're rewarded for closing fast."

"Everyone who walks in gets a template. 'Here's your refund, here's how to cancel.'"

"But nobody's actually asking what went wrong."

"Support is where refunds get issued, and most teams optimize it to hand money away faster."

"If you retain even 20-30% of the people who were walking anyway and that could be millions a year."

[Chris Hall @chrislukehall]

"AI is now beating human support agents on customer satisfaction at 48 of 50 brands."

"But that's not the funniest part," says @realamitrg, CEO of @Richpanel.

"People tell the AI, 'Thank you for being so human. I hate the other companies that use AI.'"

"Customers have no idea they're talking to a machine."

"Quality gets attributed to humans, and anything bad gets blamed on 'AI.'"

"If a reply is off, people assume 'oh, it's AI,' even when it isn't."

@ecommcowboy is live every M-F at 12P CT.

[Amit R G @realamitrg]

AI beats humans on csat but the more interesting part is the feedback it receives.

Many customers praise the brands for not using AI/ for using real humans in customer service.

Little do they know they are leaving this feedback for the AI.

When AI is done right in CX, it’s indistinguishable from humans even on long complex tickets.

[Amit R G @realamitrg]

Took 30+ hours of nonstop building to ship this.

You can’t force-fit AI onto a legacy SaaS UI.

You have to unlearn years of product design and reimagine the workflow as if it were truly agentic.

Our goal with the new Richpanel inbox:

Resolve an escalated support ticket in under 30 seconds.

Step 1: AI reads the ticket, order history and subscription data—then gives you a one-line summary.

Step 2: AI queues the right actions: reply, replacement order, address change, refund, etc.

You simply approve.

Step 3 is optional: When you want to verify the AI’s reasoning, the full conversation and all related customer context are right there.

No switching tabs.
No hunting for order data.
No rebuilding context from scratch.
The agent’s job is no longer to do everything.
It’s to review, verify and approve.

[Amit R G @realamitrg]

400+ CSAT ratings for AI in the last 30 days for this brand.

Avg rating of 4.59/5.

[Amit R G @realamitrg]

Richpanel is now the #3 most installed CX platform for Shopify Plus brands.

#1 Gorgias 10,375
#2 Zendesk 7,219
#3 Richpanel 959
#4 Re:amaze 888
#5 Intercom 706
#6 Freshdesk 680
#7 Help Scout 331
#8 Kustomer 308
#9 Gladly 262

We are 10x behind #1. That is the whole point of posting this.

Source: Storeleads.

[Manoj Kumar Pathipati @manoj63947]

GPT-5.6, now powering customer support in Richpanel 🚀

[Amit R G @realamitrg]

We don’t add a model to Richpanel because it tops a benchmark.

We test it against real customer conversations: messy questions, edge cases, complex policies and angry shoppers.

GPT‑5.6 passed.

The full family is now live in Richpanel:

→ Sonnet-level quality at ~$0.36/conversation
→ Instant frontline replies at ~$0.20/conversation
→ Sol powering the context behind every AI agent

Better answers. Lower latency. Lower cost.

[Manoj Kumar Pathipati @manoj63947]

I don't think there's a faster way to deploy an AI support team than Richpanel 2.0.

Watch the demo and decide for yourself.

https://t.co/peYGax6Seg

[Amit R G @realamitrg]

Our AI refused to onboard a customer.

It ran a background check, found a BBB scam report, 1.4/5 Trustpilot rating, youtube videos of customer complaints, and fake return policies — then said ... "That's not CX support. That's using AI to absorb the friction created by fraud."

We didn't program this. It decided on its own.

[Operators @9operators]

.@Seanfrank just bet $10,000 that AI handles 50% of his tickets by Q4.

The counterparty? His own customer service vendor.

@realamitrg (CEO, @Richpanel) joined Sean Frank (CEO, Ridge) + @mbertulli (CEO, Pela & Lomi) to explain why he took that bet + how he’s got one foot in a sinking ship … and the other in a rocket.

They discuss:

- Which SaaS tools are dead
- When to stop hiring CX reps
- Why brands will win this era

Most importantly, what operators should do right now before they fall behind.

Check out the full 66-min episode!

[Manoj Kumar Pathipati @manoj63947]

@dtcprophet @realamitrg @MehtabKarta @Richpanel Richpanel <> Claude integration is now available. Sent you the more details on DM