The longer answer
Current AI customer support is genuinely good at one specific job: answering questions where the answer exists in your knowledge base. Stock questions about pricing, features, how-to guides, return policies, integration setups — these are the questions AI handles best. How large that share is depends on your business and on how much your articles cover, so measure your own split after a few weeks rather than relying on an industry figure.
But three categories of work don't move to AI well:
1. Complaints and emotional conversations. When a customer is upset, they want acknowledgment and resolution from a human. AI can collect the context but the conversation itself benefits from a person.
2. Decisions with judgment and authority. Refunds, exchanges, contract changes, escalations — anything where the answer depends on context the AI can't reliably weigh ('they've been a customer for 3 years, give them the refund').
3. Genuinely novel troubleshooting. When the answer isn't in any documentation, when a human has to combine 5 pieces of evidence to diagnose — that's still a human job.
What changes with AI is where your team's time goes: fewer 'where do I cancel' questions, more of the problems that genuinely need a person.