[DoughnutHole]

> It can’t replace a human for support

It doesn’t wholly replace the need for human support agents but if it can adequately handle a substantial number of tickets that’s enough to reduce headcount.

A huge percentage of problems raised in customer support are solved by otherwise accessible resources that the user hasn’t found. And AI agents are sophisticated enough to actually action on a lot of issues that require action.

The good news is that this means human agents can focus on the actually hard problems when they’re not consumed by as much menial bullshit. The bad news for human agents is that with half the workload we’ll probably hit an equilibrium with a lot fewer people in support.

[unquietwiki]

I already know of at least one company that's pivoted to using a mix of AI and off-shoring their support, as well as some other functions; that's underway, with results unclear, aside from layoffs that took place. There was also a brouhaha a year or two ago when a mental health advocacy tried using AI to replace their support team... did not go as planned when it suggested self-harm to some users.