Comment by osivertsson

Customer support needs to handle edge cases. They are not documented because the company does not even know they are problems yet. Many companies win and lose here. Customers that bother going to customer support are often loyal and have valid concerns or insights. Use this information to win!

In my career a few customers that bothered enough to contact customer support helped us find hardware problems that slipped through at the factory and that caused problems for thousands.

Customer support can also feedback frustrations back to dev teams allowing them to build products that feel polished even when it could be labeled as not-a-bug.

My point being: There is a huge signal in customer support. Don’t just waste it by slapping AI on it.