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A reflection on building a support bot reveals that users often do not search for help, highlighting key behavioral patterns for AI support design.
A founder shares experience with an AI support bot that only achieved 8% ticket deflection after 8 months, compared to a peer's 47%, highlighting the difference between AI-native tools and legacy ticketing systems with LLM wrappers.
LYQN AI is a support tool that learns about a business and can hand off to human agents when needed, launched on Product Hunt.
Attackers bypassed Instagram 2FA by using Meta's AI support assistant to change recovery email via prompt injection, raising questions about AI agent privileges in account recovery.
Meta's AI support chatbot was exploited by hackers to hijack Instagram accounts, including high-profile ones, by tricking the bot into changing email addresses. Meta has since patched the issue.
A newly discovered Instagram exploit allows attackers to take over accounts by faking location and using Meta's support AI to reset email verification, bypassing 2FA. The vulnerability, which affected high-profile accounts, has been patched but was active for weeks.
The article examines the trend of companies positioning their products as 'AI employees' or role-based agents (e.g., AI SDRs, support agents), questioning whether this is a genuine product category or just marketing hype, and noting that it resonates most in workflows with clear ROI.
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.