I work at Influx (https://influx.com) which is human powered customer support.

We've found that inevitably AIs have some error rate and customers want to escalate to a person.

Our strategy has moved to:

- Let humans do the things that humans are good at: judgement, decision making, high novelty situations.

- Let AI do the things that computers are good at: repetitive tasks that require persistent effort

We've seen a lot of clients turn on these AI tools in their helpdesk.. hope for the best.. and get crap results. The tech isn't the hard part, the AI needs access to high quality context to answer questions accurately. But that requires more than just connecting your google drive or scraping your website.

We've found that a skilled human operator + AI is the best way to engineer high quality context to get the most out of the tools.

Just hope for the best is always no good. Management can be so brainless. Especially when the oxygen in the meetingroom is depleted.