AI Voice & Text Agents in Customer Success – Thoughts?

Customer success is evolving fast. With AI voice and text agents becoming more accessible, I’m curious:

Where do you see the biggest adoption challenges?
What use cases would actually make an impact for your team?
Are there areas where automation could reduce friction but still feel human?

Some teams use AI to handle repetitive queries, onboard new customers, or escalate issues faster, but what’s been your experience?

Would love to hear real-world insights on how (or if) AI-driven agents could fit into your CS strategy.

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Comments

Mikael Blaisdell

The applicability of AI to handle onboarding would of course depend upon the complexity of the application. In Support, Ai may be able to handle a lot of "known answer" queries *a.k.a. Read the Manual RTFM9, but I'd definitely have an easy escape function. Nothing is more maddening than getting locked into a loop with an AI that is not addressing your issue. Think back to when you had to call for service and got handed off to an IVR on the phone that left you screaming "REPRESENTATIVE!!"

Can AI be useful? Of course, Is it a magic key? Absolutely not.

Mikael Blaisdell

The applicability of AI to handle onboarding would of course depend upon the complexity of the application. In Support, Ai may be able to handle a lot of "known answer" queries *a.k.a. Read the Manual RTFM9, but I'd definitely have an easy escape function. Nothing is more maddening than getting locked into a loop with an AI that is not addressing your issue. Think back to when you had to call for service and got handed off to an IVR on the phone that left you screaming "REPRESENTATIVE!!"

Can AI be useful? Of course, Is it a magic key? Absolutely not.

Mikael Blaisdell

The applicability of AI to handle onboarding would of course depend upon the complexity of the application. In Support, Ai may be able to handle a lot of "known answer" queries *a.k.a. Read the Manual RTFM9, but I'd definitely have an easy escape function. Nothing is more maddening than getting locked into a loop with an AI that is not addressing your issue. Think back to when you had to call for service and got handed off to an IVR on the phone that left you screaming "REPRESENTATIVE!!"

Can AI be useful? Of course, Is it a magic key? Absolutely not.

Mikael Blaisdell

The applicability of AI to handle onboarding would of course depend upon the complexity of the application. In Support, Ai may be able to handle a lot of "known answer" queries *a.k.a. Read the Manual RTFM9, but I'd definitely have an easy escape function. Nothing is more maddening than getting locked into a loop with an AI that is not addressing your issue. Think back to when you had to call for service and got handed off to an IVR on the phone that left you screaming "REPRESENTATIVE!!"

Can AI be useful? Of course, Is it a magic key? Absolutely not.

Mikael Blaisdell

The applicability of AI to handle onboarding would of course depend upon the complexity of the application. In Support, Ai may be able to handle a lot of "known answer" queries *a.k.a. Read the Manual RTFM9, but I'd definitely have an easy escape function. Nothing is more maddening than getting locked into a loop with an AI that is not addressing your issue. Think back to when you had to call for service and got handed off to an IVR on the phone that left you screaming "REPRESENTATIVE!!"

Can AI be useful? Of course, Is it a magic key? Absolutely not.

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