Kill the questions ... #AI #2026 #aiautomation

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• AI has made fast customer support responses almost free, rendering “speed” an outdated optimization goal. The new focus should be on eliminating the need for customers to ask questions in the first place.
• The true inefficiency lies in “hidden work” – the extensive pre-reply tasks (e.g., checking payments, digging through Slack, sending apologies) that arise because customers had to initiate contact.
• Instead of using AI to answer faster, apply it to the “whole process” to proactively prevent questions. The ultimate win is a “smaller inbox,” not just a faster one.