AI vs Human Support: Why the Best Teams Use Both

There’s a common misconception that AI customer support is meant to replace humans. In reality, the most effective support teams use AI and humans together.

AI excels at speed, availability, and consistency. It can answer simple questions instantly and operate 24/7 without fatigue. Humans, on the other hand, excel at empathy, judgment, and handling edge cases.

The best customer support systems combine both. AI handles repetitive questions and gathers context, while humans step in when conversations require deeper understanding or decision-making.

This balance results in faster resolutions, happier customers, and less stress for support teams.