What’s Wrong with AI for Support?

AI in customer support is booming - but I’m curious, what are the biggest pain points you’ve seen with the solutions you’ve already tried? and what were those solutions?

here are my top3:

- most AI agents for support feel too generic - answers are painfully dry, and they often hallucinate. I’ve heard a feedback where the bot “confirms” a refund request but never actually does it.

- AI pricing is a black box - is it per resolution, per token, per feature???? no clue, you even end up paying for hallucinations. It’s expensive, locked into yearly contracts, and hard to predict.

- setup bottlenecks - to change anything or set up new data, you have to go through the support team… who might take ages to respond. I want to load a new knowledge base now and see it working instantly.

soooo,

what's your top3?