Why can AI now handle most support tickets, and should it?

LLM agents can now read your help docs, past conversations, and backend data, which is why Intercom's Fin resolves around 56% of conversations on average and Decagon deployments at companies like Bilt report 75% resolution. The 'should' is more nuanced: Klarna famously replaced the work of 700 agents with AI, then publicly rehired humans in 2025 after quality complaints. The emerging consensus is to let AI own the repetitive tier while guaranteeing customers a real human path for complex or emotional cases.

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