Comment by miki123211

TBH, your average AI agent in 2026 is far, far more capable than anybody in tier1 or tier2.

The reason you need heavy scripting in those tiers is because the people you can afford to hire there are incapable of literally anything else. Keep in mind that your average HN user isn't your average customer support caller. The average customer support caller just wants to talk to somebody (yes I'm serious, this happens far more than you think), or has a routine issue which is trivial to fix but which they're nevertheless unable to fix themselves, think "router got unplugged, there's no internet, but the customer can't figure out why".

A well-designed AI system can be far, far more effective and pleasant than traditional CS, and a well-designed AI system scales well, so it's actually worth spending money on. AI turns good CS from a cost center to a profit center.