On May 15th, Click’s CEO Andrew Jones took to the stage at the annual Constellation Software General Meeting of Stockholders to share something the team at Click is deeply passionate about: Agentic AI.
The invitation came at a fitting moment. Over the past year, Click has been on a deliberate journey, exploring how AI can genuinely improve workflows, with a particular focus on marketing.
As Andrew put it “Incorporate AI to transform businesses.”
Not AI for the sake of AI, but AI that makes a measurable difference.
From Identifying Problems to Actually Solving Them
Andrew opened by addressing a frustration familiar to many businesses today: the expanse of readily available AI tools that are great at spotting problems but simply can’t fix them.
Systems that identify, but don’t act.
With this research as a base, Click challenged their own product team to do something simple but ambitious: Create an AI system that didn’t just identify problems but also resolved them.
That question became the foundation for Click’s agentic AI strategy, a shift from passive identification to active resolution.
Meet Lexi
The first answer to that challenge was Lexi, Click’s Support Agent, and the first member of what would become a growing team of AI agents.
Lexi was built to act as the first line of defense in customer support, handling tier 1 issues through genuine conversation rather than simple data retrieval. Crucially, the team rewrote how information was structured internally, so that Lexi could read, interpret, and act on it intelligently, in any language, 24/7 (we recommend chatting to Lexi on our support website!).
Launched in January 2026, the results spoke for themselves: Lexi resolved 82% of the tickets that came through the chat agent.
The impact wasn’t just efficiency; it was human. With tier 1 issues handled, Click’s team gained the capacity to invest more time in deeper, more meaningful relationships with customers facing tier 2 and tier 3 challenges.
Faster resolutions. Happier customers. A more empowered team.
A Team, Not a Tool
Since Lexi’s launch, Click has continued building, but always with the same philosophy at heart: AI should improve human efficiency, not replace human connection.
That philosophy shows up in something as simple as a name. Click’s agents are called Lexi, Clara, and Tim, not Support Agent 1, 2, and 3.
Each agent has a Microsoft Teams account, can be messaged directly by colleagues, and has a human manager. Because Click firmly believes that behind every effective AI agent, there needs to be a human touch, both to guide the agent’s development and to prevent the kind of errors that come when AI operates without oversight.
The naming wasn’t just a branding decision. It was a statement of intent: these agents are part of the team.
What Comes Next
Andrew closed his talk by looking ahead. Click is now focused on building an AI-aligned department, one where human and AI capabilities are deliberately integrated to maximize what each does best. The goal isn’t to automate people out of the picture; it’s to free them up to do the work that only humans can do.
For Click, the agentic AI journey is only just beginning.
