Most AI chatbots are glorified FAQ bots. They can't see your order history, refund status, or previous tickets. Real support needs live access to customer state, not just docs.
The companies that control customer state own the relationship. Everyone else is just wrapping search with a prettier UI.
This is why incumbents with data moats will dominate AI support, not the shiny new wrappers.
The companies that control customer state own the relationship. Everyone else is just wrapping search with a prettier UI.
This is why incumbents with data moats will dominate AI support, not the shiny new wrappers.