Good to see info on how critical domain expertise is for success.

I've seen AI used well in a few support situations, and it is great - faster to get to the answer vs a human (usually faster than even getting to a human, which is another issue)

When my case can be handled by the automated system, it is great, when it is not, it is usually misery, leading to anger at the customer and whatever company sold them that automated isht.

Especially for intelligent knowledgeable users of anything, by the time we call, it is an issue likely to need escalation.

So, the one absolutely critical factor for me and everyone I know is: how fast and easy is it to get to a human when we find the automated assistance does not work for our particular issue? It should be "I need to speak to a human now", and the immediate response should be "OK, let me get you one... Hello, this is [person], how can I help?" with the prior transcript already on the human's screen.

If this works, it is good because the humans are operating a level up, not having to deal with endless monotonous minutiae, and dealing with interesting issues all day, which means they get good at it and have a better attitude — a win for all.

How, and how well do you handle that situation — how close are you to the proper response I described?