Comment by vanuatu

Do you need to do tier 1 and 2 work before tier 3?

If they are structurally different, and there’s a way to train people directly into tier 3, then it doesn’t seem unreasonable to automate t1 and t2 as from my experience the vast majority of the tickets are either simple or repeated workflows. Taking the idea to the limit, you’d automate all tiers, and have the ai escalate to the individual teams within the company for any truly meaningful edge cases

I feel sort of the same about SWE, which is much more complex, but juniors can ostensibly grow into seniors with AI