Customer support automation used to mean rigid chatbots, scripted menus, and irrelevant help centre links.
That is changing fast.
Platforms like Zendesk, Intercom, and Freshworks now use large language models to understand customer questions, search company knowledge, complete basic actions, and escalate complex issues to human agents.
In some deployments, these platforms report automation or resolution rates near 70%.
That does not mean 70% of support jobs have disappeared. It means a large share of repetitive customer conversations can now be resolved without an agent manually handling every step.
