There are AI agents that train from knowledge bases but also keep improving on actual conversations. For example, our Mava bot actually learns from mods directly within Discord servers. So it's not about replacing human mods but assist them so they can take better care of users in the end.
We’re running a customer support SaaS that tackles early support requests first before escalating—mostly repetitive stuff like “how do I invite users” or “where do I update billing.”
Curious what people here have tried? Anyone using AI tools to cover the basics besides hiring support? We’re always thinking about new ways to make life easier for CS teams without sacrificing the human touch on the user side.
Would love to hear real-world setups that are working well.
I know more about customer support but for this specific use case I would say that AI can tackle early support requests first before escalating—mostly repetitive stuff for now but you still need the human touch.
It's more about finding balance, setting up boundaries and ensuring a smooth escalation when AI cannot provide value on its own.
So jobs are changing for CS people but they're not replaced yet.