[smeej]

Honestly, having spent a huge chunk of my career in customer support, 80%+ of the tickets could be solved with a script and not need an AI. Just about every company has a catalog of macros for answering support tickets and once you have a good set, 80% of people just need you to send them a link to the support article where you actually already answered their question in great detail, if they'd bothered to look for it.

[gabriel-uribe]

This makes sense. Early on most of our support requests were for routine things eg login issues, but now it’s more complex: “this new genAI feature did this weird thing”