The biggest advantage of AI in customer support isn’t simply speed it’s reducing friction. For simple, repetitive issues, customers often just want an accurate answer without waiting in a queue. AI can provide that instantly and consistently, 24/7. But I agree that AI shouldn’t become a barrier between customers and human agents. The best experience is probably hybrid: let AI resolve what it can, and make the handoff to a human seamless when empathy, judgment, or deeper problem-solving is required. The real metric shouldn’t be “How many tickets did AI handle?” It should be “Did the customer get their problem solved with less effort?”