Every SaaS team is dealing with this question:
“Do we need AI in our support stack?”
The truth is, AI is not a magic upgrade.
Sometimes it’s a blessing.
Sometimes it’s a disaster.
These 7 questions will tell you which one it will be for you.
1. Do you get a high volume of repetitive questions?
If 60% of your tickets are the same 5 questions, AI can help.
If every ticket is unique or technical, AI will struggle.
2. Do you have clean, up-to-date documentation?
AI trained on messy or outdated content will give messy or outdated answers.
If your knowledge base is chaos, fix that first.
3. Do your tickets require real context to solve?
If your team needs to understand history, nuance, or the user’s setup, AI will miss it.
Humans won’t.
4. Can your team review and correct AI’s replies?
AI without human oversight is a liability.
If nobody can sanity-check the bot, you’re not ready for one.
5. Do you have someone who can train the bot properly?
Bots don’t train themselves.
If your best agents can’t be involved, don’t expect your AI to sound like your brand.
6. Is speed your main problem, or accuracy?
AI improves speed, by a lot.
But if the real issue is accuracy, clarity, or deep product knowledge, humans need to lead.
7. Will AI help your customers, or just help your metrics look better?
If AI is just being added for show, it will backfire.
If it actually improves the customer’s experience, go for it.
AI is powerful, but only when used intentionally.
AI should never replace your support team.
It should extend them.
And the companies with the happiest customers are the ones that use AI with humans, not instead of humans.