Did AI support replies actually reduce your ticket volume or just create longer chats?

switched our basic support templates to AI-generated drafts that our team edits before sending.

first replies got faster, but now users reply back way more often because the messages sound so personal and
conversational. instead of a quick issue resolution, it turns into a whole back-and-forth discussion.

Anyone else notice their team getting busier after introducing AI drafts instead of standard templates?