What's actually worth automating in customer support with AI agents?
Informal-Dust4499 · reddit · 2026-10-20
A practitioner discussion separating 'automating a reply' from 'automating a resolution' in AI customer support: a chatbot sends a tracking link, while an agent checks order status, detects shipping exceptions, and takes permitted actions; refund bots that check eligibility and process refunds are more useful but riskier. The poster's framework: fully automate low-risk repetitive requests; automate rule-bound actions with limits and validation; escalate ambiguous/sensitive cases; require safeguards or approval for irreversible actions. They ask production operators which workflows automated easiest and which proved surprisingly human-dependent.
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