AI Is Raising the Standard in Customer Support
Recent commentary in The Irish Times highlighted an important shift in the conversation around artificial intelligence (AI) and employment. While much of the debate focuses on which jobs AI might replace, the reality emerging from organisations already using the technology is far more nuanced.
Research from Eurofound suggests there is currently little evidence of widespread job displacement across Europe. Instead, companies are redesigning roles, changing how work is organised, and creating new opportunities for employees to work alongside AI.
That reflects exactly what we're seeing at Otonomee.
As our CEO, Aidan O'Shea, recently told The Irish Times:
AI has made our services more valuable, our people more effective, and many of our roles more interesting and fulfilling.
That observation captures a reality many organisations are beginning to experience. AI is transforming customer support, but its biggest impact isn't replacing people. It's changing the work people do and raising the standard of customer experience.
AI is taking on routine work
For years, customer support teams spent much of their time resolving repetitive, rules-based enquiries such as password resets, order tracking, account updates and simple "how do I?" questions. These are exactly the types of interactions AI agents are increasingly capable of handling quickly and accurately.
As more routine work becomes automated, human advisors are spending more time solving conversations that don't fit neatly into a workflow. Customers with complex issues, unusual circumstances, or heightened emotions still need judgement, empathy, and experience. Those skills are becoming more valuable, not less.
Technology alone isn't enough
Many organisations evaluating AI naturally focus on selecting the right platform. In reality, implementation often has a greater influence on success than technology itself.
An AI agent is only as effective as the knowledge it can access, the workflows it supports, and the people responsible for continually improving it. Successful deployments require operational expertise, customer insight, and ongoing optimisation alongside technical capability.
The organisations seeing the strongest results are combining AI specialists with experienced customer support teams who understand both the technology and the customer journey.
The future is AI and skilled people working together
We're already seeing customer support roles evolve. Advisors are spending less time answering routine questions and more time solving complex problems, identifying trends, sharing product insights, and building stronger customer relationships. AI also provides valuable tools, from conversation summaries to knowledge recommendations, allowing people to focus more of their attention on the customer.
The strongest customer experiences come from combining the strengths of both AI and people.
Customers increasingly expect instant answers for simple requests while also expecting knowledgeable human support when situations become more complex. Organisations that design around both expectations will be best positioned to deliver exceptional customer experience.
Looking ahead
AI will continue to reshape customer support, creating faster service, greater efficiency, and new opportunities for both organisations and employees. The businesses that benefit most will be those that invest in technology and in the people who make that technology valuable.
At Otonomee, we see AI as an accelerator. It allows our teams to spend less time on repetitive administration and more time delivering the conversations that strengthen customer relationships, improve products, and create lasting business value.
Read the full article: Irish Times - Employment impact depends on how technology is adopted
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