Why do you still do support manually when AI can do for you?

This is a question for anyone who runs or handles support for their product.

We all know that with current AI capabilities, or at least current tools, we can't fully automate support, for many reasons.

Still, as a support person, you should be able to use AI in some way. For example, you could have:

• AI agent that answers questions using your knowledge base articles

• AI agent that reads your past requests and drafts email replies

• AI agent that spots repeated questions and turns them into articles

There are plenty of ways to avoid a fully manual approach.

So my question: what keeps you on a manual approach, and what makes you hesitant to move to an AI-driven one?

I'm also curious how people have found the big platforms like Intercom, Zendesk, and Freshdesk. Do they give you what you need? If not, what's missing?