Coinbase CEO Brian Armstrong announced on April 17, 2026, that the cryptocurrency exchange is piloting a new program using AI-powered 'virtual teammates' to handle customer support tasks. The announcement was made via a post on the social media platform X.
The AI agents are designed to assist with support tickets, helping to resolve user issues and answer questions. Armstrong stated the goal is to improve efficiency and allow human employees to focus on more complex problems. The pilot is part of Coinbase's broader investment in artificial intelligence technology.
Armstrong emphasized that the AI systems are intended to work alongside human staff, not replace them. The company has not disclosed specific metrics on the pilot's scale or initial results. This move aligns with a wider industry trend of integrating AI into customer service operations to manage high volumes of inquiries.
