This is a great perspective on where AI customer support is heading. The biggest shift is moving from AI that simply answers questions to AI that can actually help resolve problems. I especially agree that human handoffs remain essential. The goal shouldn’t be to automate everything, but to automate the repetitive work while giving human agents more time to focus on complex and sensitive issues. Conversation analytics, integrations, and reliable knowledge bases will also become increasingly important as businesses move beyond basic chatbots toward true AI support agents.