I'm bearish on AI/ML in the customer support space. It's been terribly easy to trick these tools. Maybe instead of moderation and response, it would function b

I'm bearish on AI/ML in the customer support space. It's been terribly easy to trick these tools. Maybe instead of moderation and response, it would function better as a blackbox middleware to the customer support onboarding process. So instead of tackling the problem at the customer level, you use AI/ML to enable your existing support staff to scale their workload. The picture I have in my mind is a pre-processor for new tickets that would add a series of tags to a support request. That would allow your support staff to be assigned to tags where they specialize. This simplistic implementation would probably integrate into existing service management platforms without having to stand up Yet Another B2B.