After several AI agent projects in customer support, here is what we remember — without romance or catastrophizing.
What works
- Answers to well-researched FAQ questions
- 30 to 50% reduction in L1 ticket volume
- 24/7 availability without additional human costs
- Intelligent reorientation to the right human experts
What doesn't work
- Cas émotionnels ou en colère: toujours escalader à un humain
- Very specific questions requiring real-time IS access
- Documentation interne mal structurée: l'IA ne fait pas de miracles
AI leverages your expertise. It does not replace it. And it does not compensate for poorly organized support — on the contrary.
SM