What AI agents are actually doing in customer support right now

AI in customer support either earns its keep or quietly stalls, and the difference shows up in the months after go-live. Richard implements AI support agents for real teams and reads the customer conversations afterwards, so he's seen where the AI resolved, where it guessed, and where it handed off.

This is an hour of what's genuinely working in live support queues, what's quietly falling over, and how to tell the two apart. Specifics rather than slideware. If you're weighing up AI for your own support channel, bring your current volumes, your busiest ticket types, or your existing help centre. Those three things decide where you start, and there's open Q&A to talk through your situation for as long as the questions keep coming.

What we'll cover

• The ticket types teams hand over first, and why order status and refunds keep topping the list

• What the numbers actually look like:…