Meet the June 2026 Zappy Award monthly winners
This month's three Zappy Award winners are turning scattered company knowledge into shared context that AI and humans can actually use. The strongest June Zappy Award submissions had the same shape: shared context. AI can only help with work it can see.
Key Takeaways
- Eric McNulty, Blair Mishleau, and Amber Sharp built systems that turn scattered company knowledge into shared context AI can act on.
- This constraint is what led Eric to build Mercari's own support orchestration system on Zapier.
- He even built a Google Apps Script UI on top so non-technical teammates can run the whole thing without ever opening Zapier.
- It starts from the ticket, then pulls the right policy and the right help center context.
When confidence is low, the ticket goes straight back to a human.
- Since launch, 'Treon has answered more than 1,300 employee questions, saving teammates time that would have otherwise been spent searching for information or routing questions to colleagues.
Stats & Key Facts
- #Eric McNulty, Systems Manager CX, at Mercari Mercari handles roughly 120,000 support tickets a month, covering everything from return disputes to account access, payments, and customer funds.
- #The results: About 47,000 tickets a month are resolved entirely by Zapier, no human agent needed First replies on roughly 97% of tickets, most within minutes CSAT went up a full point on a 5-point scale More than 3,000 hours of agent time freed up every month "We give it exactly the right context.
- #Since launch, 'Treon has answered more than 1,300 employee questions, saving teammates time that would have otherwise been spent searching for information or routing questions to colleagues.
Eric McNulty, Blair Mishleau, and Amber Sharp built systems that turn scattered company knowledge into shared context AI can act on. Meet June's Zappy Award monthly winners. This month's three Zappy Award winners are turning scattered company knowledge into shared context that AI and humans can actually use.
The strongest June Zappy Award submissions had the same shape: shared context. AI can only help with work it can see. When customer history lives in someone's head, when policy hides in a stale doc, when product knowledge is scattered across videos, help articles, and slide decks, AI has to guess, and a guessing AI is an unreliable one.
Eric McNulty at Mercari , Blair Mishleau at Patreon , and Amber Sharp at Tivly each built programs that leverage AI in controlled workflows with clean lines and systems to ensure the right knowledge and context are used. Eric McNulty, Systems Manager CX, at Mercari Mercari handles roughly 120,000 support tickets a month, covering everything from return disputes to account access, payments, and customer funds. Eric had tested dedicated AI support tools but found that while they were fine for basic questions pulled from a help center, they fell apart on Mercari's harder cases, where a system has to follow specific rules, pull the right context, and know when to hand off to a human.
For more details please read the original article at Zapier AI Blog.
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