I think the decision really depends on how much of the support process a company wants AI to handle. An AI-native help desk seems appealing because the AI and human support workflow are designed together from the beginning. That could make things like routing, summarization, escalation, and follow-ups more seamless.At the same time, established platforms have the advantage of mature workflows and integrations, which can be difficult to replace once a company has built its support operations around them. For me, the biggest thing to evaluate would be the day-to-day experience: how much manual work is actually reduced, how smoothly AI hands complex issues to humans, and whether agents have enough context to resolve the issue without making the customer repeat themselves.

• This reply was modified 4 days, 6 hours ago by  Chiamaka.