Eastlan Ratings Rejects Chatbots With New Support Hires
The firm adds two specialists to its team, moving against the industry trend of replacing human support with automation.
Updated on Oct. 27, 2026 in Remote Work
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Eastlan Ratings has expanded its client support team by hiring Jay Kelly and Tommy Ehrman to provide direct human assistance. This move reinforces the firm's stated policy of avoiding automated chatbots or offshore support centers for its radio client base.
Why it matters
By prioritizing direct, human-led service over automation, the firm aims to deepen client relationships and provide specialized radio sales expertise. This approach contrasts with the broader industry trend toward cost-cutting through automated customer support systems.
The firm added two specialists to its client training team, moving against a common industry shift toward automated support. The staffing increase follows a strategy centered on immediate human interaction rather than digital or offshore alternatives.
The players
Eastlan Ratings
A radio audience measurement firm providing market data and client support services to broadcasters.
Jay Kelly
A former radio programmer and owner of the digital marketing firm Wet Fish Digital who joins the company to bolster client training.
Tommy Ehrman
A former sales manager at Citadel Broadcasting who joins the company to focus on client support and training operations.
The details
The firm mandates that all client support interactions must involve human personnel, explicitly banning the use of automated chatbots. Kelly brings experience in digital marketing and radio programming, while Ehrman provides expertise in radio sales management. Management expects this combined background to help radio clients improve their digital service sales and overall operational efficacy.
Timeline
October 27, 2026: Eastlan Ratings announced the new hires.
Market Landscape
This staffing expansion marks a departure from the common industry reliance on AI-driven customer service automation. By prioritizing human personnel, the firm avoids the standardized digital workflows currently dominating the radio support sector.
Business operators should assess whether their own client support models create a genuine competitive advantage through human interaction. Firms relying on automated systems should monitor client feedback to determine if a shift back toward human-led support could improve retention.
The takeaway
Direct human support can serve as a key differentiator in service-heavy industries where automated responses often lead to client friction. Consider auditing your support workflow to see if offloading human interaction is negatively impacting your sales and training outcomes.
Further reading
For more on industry shifts regarding operational staffing, visit the United States Remote Work section.
Source note: This article includes information reported by RadioInsight.
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