Customer support is this "thing" everyone wants to replace with AI, but I think it's actually one of the most important aspects of running a service.
Did you ever use the banking app, desperately looking for how to cancel a debit and there's just a miserable chatbot that can only redirect you to "help articles" that don't help?
Or get overcharged by an app because of a misclick or something that shall not have happened?
Sure you can have a chatbot as a "first line immediate help" but ultimately you need actual human beings that help actual human beings.
A customer in need of support came in, looked forward to do something, things didn't go as planned, so they reach out. It takes empathy to understand what they tried to do, what issue did they run into, make sure their issue has been solved, fix the root cause, and clearly let them know that if anything would happen, they can just reach out and it's going to be alright.
This can't be automated. You can improve your system to make sure issues don't happen. You can have chatbots as first-line helpers. But there's no magic AI agent that gets the whole context and is able to intervene and fix things and make sure the customer is really worriless.
Not everything can be "hacked", "disrupted", "automated". Especially when it deals with helping other people.
Hey, by the way, need any help with ISMS Copilot? Just reach out: