Our AI support agent works so well that I've become the person who ruins people's day. Look at what's in my queue right now:
- Someone's entire workflow depends on a feature we don't have
- A technical edge case so rare our engineers have never seen it
- Billing questions (fine, actually)
- Someone who needs us to be a different product
The AI already handled everything I used to be good at.
The quick wins, the "have you tried this?" moments, the satisfaction of watching someone go from frustrated to grateful in three messages.
That's all gone.
What I'm left with is telling a small business owner that the integration they built their operations around isn't possible.
Or explaining to someone that yes, I understand this limitation might make them leave, but we're not building a feature just because they're the one customer that wants it.
Or digging into system logs for problems that happen to 0.001% of users.
The AI didn't replace me. It freed me up to focus on a dozen other things that aren't support-related.
But it turned the support part of my job into something I don't love anymore.
I used to help people. Now I disappoint them.
And look, some of these requests are insane. People will ask us to drop everything and build them a custom feature for their specific workflow, like we're their personal development team. The audacity is almost impressive.
But most of the time? It's just someone who needs something we can't do. And I have to be the one to tell them. Now I disappoint them, or I solve problems so technical that by the time I'm done, the customer is just relieved it's over. Not grateful, just exhausted.
The AI gets the dopamine hits. I get the damage control.
And every company implementing AI support is going to end up here. Your humans won't disappear. They'll just become the people who have to say no, who deal with the disasters, who manage the exceptions.
You're not eliminating support jobs. You're turning them into something harder.
I digress.
Back to designing v3 of RB2B.
