Coinbase says its Autopilot system now validates approximately 90 support cases in 30 to 45 minutes, compared to one to two weeks of manual work. This automation is part of CEO Brian Armstrong’s push for an AI-native company, following a 14% workforce reduction announced in May. The testing system creates isolated test environments, simulates customer conversations and grades outcomes, but human approval remains required before any procedure changes reach production. The company also disclosed Control Center, a separate platform governing customer data access and authorization for sensitive changes including refunds and account modifications. Coinbase has not yet published quantified before-and-after results on customer resolution or safety outcomes.
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