People Use AI
Customer Support

Handling complex multi-intent support conversations

AI is used to manage customer support conversations that combine multiple intents, emotional context, billing questions, cancellation requests, and prior frustrations in a single interaction.

Why the human is still essential here

Humans remain essential to design safe workflows, review failures, define what a good customer experience looks like, and step in when empathy, judgment, compliance, or escalation is needed.

How people use this

Billing and account lookup assistant

AI identifies billing questions inside a mixed-intent conversation, retrieves account or invoice details, and answers straightforward charges or plan questions in real time.

Intercom Fin / Zendesk AI

Cancellation deflection and escalation

AI handles cancellation requests alongside objections or complaints, explains policy and retention options, and hands off angry or high-risk cases to a human with full context.

Ada / Zendesk AI

Agent copilot for blended support cases

AI summarizes prior tickets, detects multiple intents in one message, and drafts a compliant response for an agent to review before replying to the customer.

Salesforce Service Cloud Einstein / Zendesk AI

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LinkedIn

I've been building customer experience AI for 9 years.

I've been building customer experience AI for 9 years. I've been using Claude Code for 2 months.

Coding AI agents seem like magic already. But support AI still doesn't feel like its there.

And here is why I think thats the case.

AI coding agents have one user: the developer. One context: the codebase. One goal: make the code work. If it screws up, the developer catches it.

Customer support AI has thousands of users. Every single one is different. Different moods. Different problems. Different levels of patience. Different languages. Different definitions of "good experience."

And if it screws up? It's an angry customer screenshotting the conversation and posting it on X.

One bad interaction. That's all it takes.

I use Claude Code almost every day now and it genuinely feels like magic. As a non-tech founder, I'm writing code that works. That was unthinkable 2 years ago.

But in my own space, we're still as an industry grinding to get AI to handle "I want to cancel but also I have a question about my bill and also I'm upset about last month" without falling on its face.

Coding AI agents had to get smart. Customer support AI has to get smart AND empathetic AND careful AND compliant AND handle the fact that humans are wildly unpredictable.

That's why every demo looks amazing and every deployment is a war.

The two most obvious AI use cases right now are coding and customer support.
One is practically solved or would be soon. The other might take another decade.

IJ
Ish JindalFounder and CEO at Tars
Mar 10, 2026