I think the future is definitely **AI-first, not AI-only**. Customers ultimately care about getting their problem solved quickly, not whether the solution came from a human or an AI agent. AI agents can handle repetitive requests and routine actions, while human agents can focus on complex or sensitive situations. The key will be making the handoff between AI and humans seamless so customers don’t have to repeat themselves. The real test isn’t how many conversations AI can handle. It’s **how many problems it can actually resolve accurately and efficiently**.