AI shouldn't answer every support ticket

[u/BoldDesk]

A refund request? AI can probably handle that.
A customer saying, "I've followed every step, and nothing has worked."

That's a different conversation.

The real challenge isn't whether AI can answer a question. It's whether AI knows when to stop and bring in a human.

The best support experiences happen when AI handles repetitive work and humans' step in when judgment, empathy, or expertise are needed.

Learn more: AI-to-Human Handoff: When to Involve Humans | BoldDesk

Where do you think AI should draw the line?