I think this is exactly the right way to look at AI customer support. The goal shouldn’t be to replace humans entirely, but to make sure human agents are spending their time where they can add the most value. Automating repetitive questions is useful, but the escalation experience is just as important. If a customer knows they can reach a human when AI reaches its limits, automation feels much less frustrating. AI-first, human-supported seems like a much more sustainable approach than AI-only support.

• This reply was modified 2 weeks, 1 day ago by  Warner Williams.