Customer Support

Using AI as a thinking partner for CX leaders

Use AI chatbots (e.g., ChatGPT, Perplexity, Gemini) as a thinking partner to explore customer experience questions, work through support-related problems, and pressure-test ideas faster as part of daily work.

Why the human is still essential here

Humans must decide which ideas are correct and appropriate for customers, apply context and empathy, and own the final strategy and customer-facing decisions—AI supports the thinking, not the accountability.

How people use this

Ticket trend root-cause brainstorming

Paste weekly ticket themes, CSAT verbatims, and recent product changes into an AI assistant to generate plausible root-cause hypotheses and questions to validate with Ops and Product.

ChatGPT (Advanced Data Analysis) / Claude

Escalation playbook pressure-test

Describe a recent high-severity incident and have AI propose alternative escalation paths, customer comms options, and risk tradeoffs to help leaders refine the playbook before the next event.

ChatGPT / Gemini

Policy and macro refinement companion

Use AI to compare draft support policies/macros against edge cases and tone guidelines, suggesting clearer wording and missing scenarios for human approval.

Claude / ChatGPT

Community stories (1)

How AI Is Changing the Workforce

I'm incredibly bullish on AI.

In fact, I truly believe that if you're not setting aside at least one hour every day to explore, learn, ask questions, and utilize this rapidly developing technology, you're setting yourself up to be left behind.

The number one thing I use AI for by a country mile is to think with me.

I prompt only in voice because I am a much better communicator in voice than I can write. Now it's like my friend. ChatGPT, Perplexity, and Gemini are like my homies, they're my thinking partners.

Gary VaynerchukCEO, VaynerMedia

Feb 27, 2026