AI & Automation
AI Chatbots vs Human Support: What Works Better?
Hint: it's not 'either' — it's a layered system.
The strongest support setups in 2026 are layered: AI first, escalation second, human-only for edge cases.
AI tier
Resolves 50-70% of tickets if your knowledge base is decent.
Human tier
Handles the rest, faster, because they're not buried in 'where's my order?' emails.
The bottom line
Build the layers properly and your CSAT usually goes up, not down.