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The data guy at my old job swore AI would never replace first-level support tickets
Back in 2023 a senior data guy at my company in Dayton told me flat out that bots would never handle the messy first-level tickets, people are too weird for it. I believed him and stopped paying attention to the tools for over a year. Then I watched our own new assistant close out 40 percent of our simple password and access requests in one week, and the tickets it failed on were mostly the same weird ones he warned about. So he was half right, and now I spend part of every shift checking what it got confused by. Has anyone found a good way to sort which support tickets are actually safe to hand to a bot?
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