Plan requirement
| Subscription | Any plan |
| Access | Agent |
AI moves work that was already repeatable. It does not fix a support operation that is struggling for other reasons.
What it genuinely solves
- The same question, hundreds of times. Opening hours, order status, how to reset something.
- Out-of-hours contact, where the alternative is waiting until morning.
- Reading long threads, where a summary saves the agent five minutes of scrolling.
- Sorting the queue, where triage labels do work nobody enjoys.
What it does not
A knowledge base that is thin or wrong. An AI agent answers from what you have written. Where the article is missing, it has nothing; where the article is wrong, it repeats the error confidently to more people than the article ever reached.
A broken product. Tickets caused by something not working are not repetitive questions. They are a signal, and automating the reply removes the signal rather than the cause.
Understaffing. AI shifts the easy half. The remaining tickets are the hard ones, which take longer each, so a team at its limit does not become comfortable.
Unclear processes. Where two agents handle a case differently because nobody decided, AI cannot decide either. Auto assist follows the procedure you wrote, and it cannot follow one that does not exist.
The order that works
Fix the articles, write down the processes, then automate. Doing it the other way round produces a confident system giving out yesterday's answers.
The honest expectation
A meaningful share of straightforward contacts handled without a person, and agents spending less time on assembly and more on the case. Not a support team half the size.
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