One thing I’ve noticed is that the best use of AI in customer support isn’t replacing agents. It’s making good agents even better and helping new agents get up to speed much faster. Most support reps don’t struggle because they don’t know the answer. They struggle because the answer is buried somewhere. A policy lives in one system. Customer history is in another. Product updates are somewhere else. AI can pull all of that together in seconds so agents spend less time searching and more time helping customers. That’s a much more practical use of AI than trying to automate every conversation. Customers still get a human when it matters and agents get the information they need without jumping between ten different tabs. I think this is where customer support AI starts to make a real difference. Support is a demanding job and burnout is common especially for newer agents who are still learning the product and company processes. Giving them the right information at the right time builds confidence and helps them handle conversations more effectively. The companies getting the most value don’t seem to be the ones trying to remove humans from the process. They’re giving agents better tools so newer reps can perform closer to the level of their best agents while experienced reps can spend more time solving problems instead of hunting for information. For those working in support or building these tools what do you think has the biggest impact on an agent’s day? Better access to information less repetitive work or something else? submitted by /u/Informal_Tutor9897
Originally posted by u/Informal_Tutor9897 on r/ArtificialInteligence