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Can We Trust AI as Customer Support?
I’m curious how founders, engineers, and support folks here think about this.
A lot of customer service is moving toward AI agents—handling FAQs, troubleshooting flows, and sometimes even resolving tickets end-to-end.
But can we fully trust AI to act as front-line customer support?
If yes, what convinced you?
If no, what are the biggest blockers—accuracy, edge cases, empathy, accountability?
Would love to hear real experiences from teams that have tried replacing (or augmenting) human support.
- OfficeChad 11mo ago[dead]
- gus_massa 11mo agoA few months ago, the AI of an air company offer a discount to a client, but the discount was not real, it was just an hallucination. Anyway, the airline has to honor it.
- adipm_tech 11mo agoWow, that could really cause a loss for the company. Do you know how much the company ended up losing because of that discount?
- gus_massa 11mo agoI just found this https://www.bbc.com/travel/article/20240222-air-canada-chatbot-misinformation-what-travellers-should-know https://www.bbc.com/travel/article/20240222-air-canada-chatb... (related HN discussion https://news.ycombinator.com/item?id=39378235 https://news.ycombinator.com/item?id=39378235 (371 points | Feb 2024 | 421 comments))