You Won't Believe How This AI Help Desk Solved 80% of Support Issues—Is Your Job Next?

In the rapidly evolving landscape of technology, artificial intelligence (AI) continues to reshape how businesses operate. One notable player in this arena is the AI coding-assistant start-up Cursor, which is not only developing tools to aid software engineers but also leveraging AI within its own internal operations. According to CEO Michael Truell, who spoke at Fortune’s Brainstorm AI event in San Francisco, Cursor has automated approximately 80% of its customer support tickets using AI technology.

Cursor has also introduced an internal AI-powered communication system that allows employees to query information across the organization. “We’ve actually done a lot of work internally on customizing that setup,” Truell noted, emphasizing the company’s commitment to integrating AI deeply into its workflows. This system enables employees to ask any question about the company and receive AI-generated answers, enhancing internal communication and efficiency.

In addition to improving customer service and communication, Cursor is deploying AI in various operational areas, with a focus on developing custom tooling for operations and sales. Truell mentioned that the company has a team of “forward deployed engineers embedded throughout” to pursue these projects, indicating a hands-on approach to AI integration in business practices.

As Cursor gains traction, it is important to understand the broader context within the enterprise software landscape. Many larger organizations face significant challenges when trying to integrate AI into their existing workflows. Issues such as data silos, where information is trapped in disconnected systems, hinder the effectiveness of AI tools, preventing them from accessing the full context necessary for impactful utility. Moreover, technical sprawl—an accumulation of disparate tools and platforms over time—creates further integration challenges. As a result, many companies find that they require more dedicated technical expertise to tailor AI models to meet specific business needs.

Despite these challenges, Cursor appears to be thriving. Valued at $29.3 billion, the company reported last month that it surpassed $1 billion in annualized revenue and currently employs more than 300 staff members. Founded by a team of four graduates from MIT in 2022, Cursor launched its AI coding tool in 2023, which has gained popularity among software engineers who utilize it to generate and edit code.

While Cursor’s growth suggests a positive trajectory, the effectiveness of AI tools in software engineering has been debated. A study conducted in July 2025 by the nonprofit research group METR found that experienced developers working on large, mature codebases took 19% longer to complete tasks when using AI tools such as Cursor and Claude, despite their perception that they worked 20% faster. The slowdown was attributed to the time spent prompting AI, waiting for responses, and reviewing the generated code.

Conversely, a recent study from the University of Chicago highlighted a different outcome. Teams using Cursor’s AI coding assistant in large companies were able to merge 39% more pull requests (PRs) compared to their non-user counterparts. This research also found that senior developers developed more comprehensive plans before writing code and demonstrated heightened skill in working with AI agents. “A lot of folks think that junior developers get the most out of AI,” Truell remarked, “but when these academics went in and looked at the data, it looked like senior engineers actually were more effective in using the tools.” He expressed surprise at this finding and mentioned the company’s interest in further exploring why this was the case.

The contrasting results from these studies underscore the complexity of integrating AI into software development. While some developers may experience challenges in adapting to new tools, others—particularly those with more experience—seem to find significant value in harnessing AI for their projects.

As AI continues to transform the landscape of software engineering, the experiences of companies like Cursor will be pivotal in shaping the future of technology. With a strong focus on internal improvements and a commitment to enhancing productivity, Cursor may well pave the way for how AI is utilized across the industry.