Akamai can detect when a customer is stuck, but support lines still miss it
shashib · x · 2026-07-25
The article argues that Akamai can already tell when a customer is stuck, while most support lines still cannot.
It uses that contrast to highlight a widening gap between AI-enabled customer understanding and legacy support workflows. The core point is not a model launch, but how enterprises may use AI to detect friction earlier and route help more intelligently.
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