The year is almost done, and I have started to be curious about what could be stopping companies from adopting AI for their customer support services?? From my experience, I can tell - fear, fear of losing control. Support leaders worry that AI will say the wrong thing, sound off-brand, frustrate customers, or create more cleanup work for the team. Until they see that an AI agent can learn from their own knowledge base, follow rules, escalate when needed, and stay accurate, they hesitate. Once they realize it can actually reduce workload without breaking trust, adoption becomes much easier. What do you think? Do you agree with me?
