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Ep178 - Why do so many AI projects make a company's operations messier instead of faster?
Tom Nassr, CEO of XRAY, says the answer starts with process design. Routine steps need to work consistently, while AI can help when a step calls for interpretation or judgment. Tom shows how that split applies to new inquiries and customer emails. He also explains how his team is turning Bob's hand-run prompts into IMPACT's instant website diagnostic.
On this episode of Endless Customers, Bob Ruffolo talks with Tom about smarter AI workflows, the handoffs where business processes break down, and the security risk that led Bob to turn off his AI agent's ability to send email.
Key Topics
00:00 Where AI belongs in your business
09:40 Automation versus AI, and why the difference matters
17:27 Why work gets dropped between departments
23:38 Building IMPACT's instant website diagnostic
36:17 How Lovable, GitHub, Claude Code, and Firecrawl fit into the build
41:43 Prompt injection and limits on AI agent access
Tom has spoken with thousands of business owners, from roofers to biotech firms, about how their work gets done. XRAY designs systems around the work people are good at.
Connect with Tom on LinkedIn: https://www.linkedin.com/in/tomnassr/
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