I wrote an article about AI and the future of the customer support industry. Would love to hear your thoughts 💭 open.substack.com/pub/ninethirty…
I'm not a fan of blogs, but this is a great article! I suspect the Tier 1 Support will either go through training to solve technical tickets (+1 reason to learn code?) or will work as a second channel if the AGI's support fails (like today's bots) with a reduction on the CS team
It's a reasonable assumption! and yes, there is a chance for job cuts within this first tier, unfortunately. In some cases, companies will just freeze hiring as they scale. Same can apply to designers. If 1 designer can do the job of 3 with AI, why hire 3?
It's a harsh statement, but it's also the most realistic one if you're not trying to explore too many different things at once...