reducing repetitive support work is way harder than AI demos make it look

Reddit r/AI_Agents News
ai-support support-automation knowledge-retrieval ocr human-in-the-loop repetitive-tasks productivity

Summary

The author shares their experience trying to reduce repetitive support emails with AI, finding that most automated solutions fail, and that a combination of knowledge retrieval, OCR, reply drafting, confidence scoring, and human review is more effective.

spent the last weeks trying to reduce the amount of repetitive support emails i deal with every day. thought this would be mostly solved already because every second startup claims to have “AI support agents” now 😭 but most setups either: reply with generic garbage, break the moment context is missing, or require rebuilding your entire support workflow from scratch. the thing that finally started making an actual difference for me wasn’t full automation, but rather combining: docs/knowledge retrieval, OCR for screenshots, reply drafting, confidence scoring, and human review before sending. basically removing the repetitive parts without blindly trusting the AI. cut down a surprising amount of support time already, especially for the same onboarding/setup questions over and over again. would recommend!
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