The customer support issue with selling SaaS is not just about AI, I think. It's widespread across the industry. There are customers who have almost no idea abo

The customer support issue with selling SaaS is not just about AI, I think. It's widespread across the industry. There are customers who have almost no idea about how their software works, and expect you to guide them through their own specific setups. One issue we regularly have is people complain that our TLS certificate keeps changing and that they want us to notify them in advance of any change. We try to tell them that two/three-month duration TLS certificates is a best practice and that they should ensure that their trust store knows about standard root certificates. Then it turns out their software only supports one root cert at a time and they want us to jump into a call and guide them through changing it in their software.