I agree with this. For simple, predictable issues, customers often care more about getting the right answer quickly than whether the response comes from a human or AI. The key is knowing where AI should take the lead and where humans should step in. AI can remove the waiting time for routine requests, while human agents can focus their attention on complex or emotionally sensitive situations. The best support strategy isn’t AI versus humans it’s using both where each delivers the most value. The real win is giving customers a fast resolution without sacrificing trust or empathy.