Apollo.io, a leading AI-powered sales solution for mid-market and growing businesses, set out to transform productivity across the business through internal AI agents for its employees. The company’s CEO launched a mandate in 2025 to focus on key productivity metrics. Apollo’s Head of IT, Ramiro Meyer, was part of the designated leading squad for running the initiative. To identify opportunities, the IT team, alongside the Business Operations team, interviewed every department and surfaced more than 80 potential agent use cases. Once the list was established, they prioritized repetitive tasks as the first target for agents. To ensure these agents operated with the right guardrails and delivered maximum impact, Apollo needed an AI orchestration platform to tie everything together.

When evaluating platforms, other vendors offered prebuilt agents with limited extensibility. “The glitch there was what happens if I need to move outside the boundaries of the agents that you’ve built? The answer was always the same: ‘Oh, we can build it for you.’ That’s when we realized that wouldn’t work for us. With Tray, we can build it on our own,” says Meyer.

Apollo chose Tray Merlin Agent Builder because, unlike other vendors, it gave them the ability to go beyond the confines of a single-purpose agent. With Tray, Apollo could connect across its entire stack through a vast library of prebuilt integrations, while still having the option to extend coverage with custom connectors when needed. This gave the Apollo IT Team complete control to design agents that worked across IT, sales, fraud, and support without relying on vendor services.

The first agent deployed was an IT Service Management (ITSM) agent in Slack, designed to resolve employee IT issues instantly and deflect tickets. The agent intelligently triages every request. Solvable prompts are handled automatically (such as reviewing Okta accounts or Kandji accounts, or provisioning licenses), while requests requiring human judgment are converted into tickets for intervention. Employees can rate responses in Slack, and logs are reviewed to identify gaps and refine prompts.

“The IT agent is fast, but more importantly, it’s reliable. People trust it because it only answers and acts when it knows it can solve the problem. If the problem requires human intervention, it creates and routes the ticket accordingly,” says Meyer.

Building on the success of the ITSM agent, Meyer and his team quickly expanded into other areas of the business, deploying agents such as:

• A virtual sales coach that integrates with Gong to review and evaluate every sales call, replacing manual call reviews.
• A customer insights partner that summarizes the last six months of a customer’s support history, giving support reps faster, more context-rich answers to recurring questions and ongoing issues.

“Tray Merlin Agent Builder gave us something the others couldn’t. It’s not just answering questions. It’s taking action, it’s unlocking accounts, it’s provisioning software. It feels less like a chatbot and more like another member of the team, in fact, the IT Agent closed out the month of September 2025 as number one in ticket resolutions,” says Meyer.

Within its first few months, Apollo’s internal IT agents have delivered measurable outcomes across IT, sales, and support, while maintaining IT’s near-perfect CSAT scores (4.95/5). Their CEO’s ambitious plan is already resulting in tangible wins from their first wave of agents, including significant improvements in responsiveness, deflection, and time savings:

• 40% ticket deflection in the ITSM Agent’s first two weeks, double the typical first-month benchmark of ~10%.
• 1-second first-response SLA, including a weekend incident where a Director’s device was unlocked in three seconds without on-call staff.
• Faster, context-rich support responses powered by the customer insights agent, with strong early feedback from support teams.

“The moment that really stuck with me was when one of our Directors of Product got locked out of his laptop on a Saturday night. The agent had him back online in seconds. That’s when everyone on the team realized this isn’t just a pilot. It’s real value,” says Meyer.

Looking forward, Apollo sees agents as central to how work gets done across the company. “We’ve only scratched the surface,” says Meyer. “We have over 80 use cases lined up. The more we build, the more people come to us with ideas. Agents aren’t just supporting the business anymore. They’re becoming part of how the business runs.”