As AI absorbs routine tickets, support roles are shifting toward systems thinking, technical fluency, and human judgment at scale. 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.
As AI absorbs routine tickets, support roles are shifting toward systems thinking, technical fluency, and human judgment at scale. 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.
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