Will AI agents replace support teams by 2026 or simply become their infrastructure?

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.

So will AI become the backbone of support infrastructure? Absolutely.

Will it make human teams unnecessary? Not even close. It just gives them space to do their best work. What do you think?