I don t think AI agents will replace support teams by 2026. What we re seeing across every company we work with is something different. AI becomes the foundation that handles volume, speed, and routine accuracy, while human teams shift into roles that require context, judgment, and empathy.
Most support leaders tell us the same thing: once AI removes the repetitive load, teams finally have the bandwidth to do the work that actually matters. They solve complex cases faster, focus on relationship-building, and deliver a better experience overall.