Comment by nostrebored

Tickets are a very different domain though. Tickets are the easiest use case for AI (as you have the least constraints on real-time interaction), but reference cases in tickets have ridiculously low true-resolution (customer did not contact you about the same issue again).

The default we've seen is naive implementations are a wash. Bad AI agents cause more complex support cases to be created, and also make complex support cases the ones that reach reps (by virtue of only solving easy ones). This takes a while to truly play out, because tenured rep attrition magnifies the problem.