By Jason Lemkin
Publication Date: 2025-11-26 15:10:00
Dear SaaStr: We’re thinking about using AI for customer support. Is it actually good enough already, or should we wait?
Don’t wait.
AI support is not perfect. It still hallucinates sometimes. It takes training to do something good. It cannot handle every edge case. Your power users still need to escalate to humans.
But here’s what I learned while deploying AI agents in SaaStr and watching hundreds of portfolio companies do the same:
AI support that is available 24/7 and answers 60-70% of questions well is infinitely better than human support that doesn’t exist at all.
Think of it as a continuum… from worst to best:
No support at all.
Terrible. Your customers are stuck. They can’t break away. You are upset. You never know why.
Support only through simple, untrained bots.
Still terrible. You know the ones – they can barely analyze your questions, take you through the same three FAQ articles and then give up. Frustration connections. At least…
