AI & Automation
Will AI Replace My Customer Support Team?
Probably not. Almost certainly reshape it.
The teams that survived the last wave got smaller, more senior, and dealt with the hard tickets. AI took the easy ones.
What AI handles well
Tier-1 questions, refunds, order status, and routing.
What humans still own
Angry customers, edge cases, and anything that needs a judgement call.
The bottom line
Plan for a smaller, better-paid support team — not a deleted one.