I agree that the real opportunity isn’t choosing between AI and human support, but using both where they work best. AI is excellent at speed, consistency, and handling repetitive requests, but customer experience depends on more than getting an instant answer. The ability to understand context, show empathy, and know when to escalate is just as important. When AI removes the simple, repetitive workload, human agents have more time to focus on the conversations that actually require judgment. The best customer experience is probably not AI replacing humans. It’s AI making sure customers don’t need a human unless they actually need one.