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The story of AI in customer support is one of growing trust. When AI first entered the support world, it started as an assistant — a copilot sitting next to human agents, helping them navigate knowledge bases, draft responses, and automate routine tasks. These copilots didn’t take over work; they made people faster and smarter. The human remained firmly in control. As confidence in AI grows, so does our willingness to delegate . What begins as augmentation — “AI helping me” —