You’re right that AI is changing the game for small support teams. Instead of replacing people, it lets a handful of agents handle what used to require dozens. The biggest wins I see are instant answers, after hours coverage, and freeing humans for complex cases. Customers mostly care about fast, accurate resolutions, not whether AI is involved. The real challenge for small businesses is picking the right platform and doing the upfront knowledge work. The floor has risen. A ten person team can now deliver an experience that feels enterprise grade.