We partnered with Pylon to investigate whether AI is replacing or augmenting jobs in customer support. The resounding answer: AI is acting much more as an invisible triage agent or copilot than it is as an end-to-end support handler. If your company as a whole is pretty AI-native, there’s a much higher likelihood that your customer support AI will be good at resolving questions end-to-end. In particular, “AI-resolved” tickets are more likely to be actual resolutions, as opposed to “the customer gave up and dropped off.” But if you’re a really important, big-spending B2B customer? You’re probably still gonna get a human. Full breakdown: https://www.a16z.news/p/narrative-violation-in-b2b-customer(a16z)