Decision
Should I automate customer support?
Short answer
Yes for the repetitive share of your volume — status checks, FAQs, routine requests — with an explicit, tested escalation path for anything it can't confidently handle.
Leans yes if
- —A large share of tickets are genuinely repetitive with a known-good answer
- —Support volume is growing faster than headcount can reasonably scale
Leans no if
- —Most of your ticket volume already requires real human judgment, not pattern-matched answers
- —There's no internal documentation to ground answers in yet — build that first
Go deeper
Have a project in mind?
Tell us what you're trying to automate or build — we'll reply with next steps, not a sales pitch.