I think in the medium-term timeframe AI will handle talking with the customer as the first tier of interaction to collect the basic details of the problem and p

I think in the medium-term timeframe AI will handle talking with the customer as the first tier of interaction to collect the basic details of the problem and provide initial troubleshooting steps -- the kind of stuff where you can tell a rep is reading off a script. Then a more skilled human support rep will be on hand for cases where escalation is necessary. I think it'll be generations before the second tier is replaced by AI.