It's unfortunate because AI in its current form has properties that would be amazing for human labor augmentation, but I would argue that the kind of AI system you can get for less than $10 million/1-2 years development time is not really well suited to replace a human agent.
The ML sprinkled over MS Office, Facebook's image tagging interface, GMail are often very useful to me, but I can't see anyone finding the suggestions so reliable they would be comfortable letting the systems silently work without guiding the process and approving changes.
It's good to have someone keeping an eye on the customer interactions. If you have such a deluge of support requests that this is a problem, maybe the actual solution is a simpler process or better communication up front.
The ML sprinkled over MS Office, Facebook's image tagging interface, GMail are often very useful to me, but I can't see anyone finding the suggestions so reliable they would be comfortable letting the systems silently work without guiding the process and approving changes.
It's good to have someone keeping an eye on the customer interactions. If you have such a deluge of support requests that this is a problem, maybe the actual solution is a simpler process or better communication up front.