I think the biggest difference comes down to how naturally the technology fits into the support team’s daily workflow. A powerful AI agent is only valuable if it can understand customer context, handle routine issues, and make the handoff to a human genuinely seamless. Traditional help desks have years of operational experience behind them, while AI-first platforms have the opportunity to rethink support from the ground up. Ultimately, I’d choose the platform that consistently reduces workload while improving the customer experience.