We stopped trying to replace support agents with AI and started analyzing support conversations instead (i will not promote)

I run customer support at a small SaaS and we've been messing around with AI tools for about 18 months now. Wanted to share what's been working and what hasn't because honestly there's a ton of noise in this space right now and most of what vendors are pitching doesn't match what we're actually seeing. Biggest letdown by far has been the AI chatbots that promise to resolve tickets without a human in the loop. They're fine for the boring stuff like "how do I reset my password" but the second a ticket has any