A lot of the HN crowd is a lot more technically capable than the average consumer. The more competent customers never see the 80-90% of inbound ticket volume that are items answered in FAQs that can be solved with an AI agent. They only know they had an edge case problem they couldn't resolve after quite a bit of effort. And the AI agent and canned responses were totally useless and frustrating barriers to the real help you needed (a person).

After putting in AI agents this year, our customer service scores went up considerably. And the reason was basically that the average customer was getting way faster answers to queries.