Most people think users choose products based on features or price. In reality, support decides who stays.

A cheaper tool becomes expensive fast when every issue turns into a ticket nightmare. Meanwhile, teams keep paying more for products that solve problems and support them when it matters.

Support is not a cost. It is part of the product experience. Fast replies build trust. Clear answers reduce churn. Companies that treat support as a growth lever win.

I really wonder these questions

As a founder, I ve learned this the hard way.

We expect AI in customer support to always know the answer.

Faster replies. Fewer tickets. Lower costs. Reality is different.

I don t think AI agents will replace support teams by 2026. What we re seeing across every company we work with is something different. AI becomes the foundation that handles volume, speed, and routine accuracy, while human teams shift into roles that require context, judgment, and empathy.

Most support leaders tell us the same thing: once AI removes the repetitive load, teams finally have the bandwidth to do the work that actually matters. They solve complex cases faster, focus on relationship-building, and deliver a better experience overall.