We partnered with Pylon to investigate whether AI is replacing or augmenting jobs in customer support. (opens in new tab)

We partnered with Pylon to investigate whether AI is replacing or augmenting jobs in customer support. The resounding answer: AI is acting much more as an invisible triage agent or copilot than it is as an end-to-end support handler. If your company as a whole is pretty AI-native, there’s a much higher likelihood that your customer support AI will be good at resolving questions end-to-end. In particular, “AI-resolved” tickets are more likely to be actual resolutions, as opposed to “the custom...