AI Agents Answer the Easy Tickets. Who Handles the Ones That Need an Engineer?
At Gleap, three out of four support requests are now handled by an AI agent. That’s not the interesting part. The interesting part is which ones: not password resets, but tickets that used to land on one of our five developers.
Every software company has the same leak in its feedback loop. A customer reports that something is broken. Support can't reproduce it. Engineering is busy. The ticket sits. Weeks later, someone fixes the bug as part of an unrelated change, and nobody tells the customer.
AI support agents have gotten very good at the start of that loop. Ask "how do I reset my password?" or "which URLs do I need to whitelist?" and an agent trained on your docs will answer in seconds, at any hour. That part is close to solved.
But the tickets that actually hurt aren't the ones your docs can answer. They're the ones...
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