This is like giving every small or mid-sized company its own 24/7 super-helpful support rep that never sleeps, remembers everything customers asked before, and can instantly look up answers across all your docs, FAQs, and past tickets.
Reduces the cost and delay of human-only customer support by automating routine queries, providing instant self-service, and helping human agents respond faster and more consistently.
Defensibility will come from integrating deeply with a company’s unique support workflows and proprietary knowledge (tickets, chat logs, FAQs, internal documentation) so the AI becomes tailored and hard to rip out, rather than from the models themselves.
Hybrid
Vector Search
Medium (Integration logic)
Context window cost and latency as more historical tickets, FAQs, and documents are ingested; plus data privacy/compliance for storing and searching customer conversations.
Early Majority
Focus on SMB needs with AI that can be layered onto existing support channels (email, chat, possibly social and phone logs) to automate FAQs, triage issues, and assist agents, rather than requiring a full enterprise support stack replacement.