AI didn’t kill customer support. It’s rebuilding it

A few months ago, I walked into the office of one of our customers, a publicly traded vertical software company with tens of thousands of small business customers. I expected to meet a traditional support team with rows of agents on the phones, sitting at computers triaging tickets. Instead, it looked more like a control room.

There were specialists monitoring dashboards, tuning AI behavior, debugging API failures, and iterating on knowledge workflows. One team member who had started...