Human chat support > automated support.

I used to receive 10x more messages when support was just a live chat.

I thought automating partially support would be helpful (training an AI on our system to reply immediately to customers), but it turns out less people were using this channel once it got automated.

So I'm giving a chance to back to chat support + expectations management (it's not an immediate reply) + building comprehensive help center.

Support is something everyone wants to get rid of. Maybe keeping real people in the loop is what makes it great.