This post is part of the GenAI Series. If you’ve ever worked in customer support, you know the feeling. It’s 2 PM on a Wednesday. Your inbox is overflowing. A customer just sent their third “following up” email. Your manager wants to know why last week’s tickets are still open. And somewhere in the back of your mind, you’re wondering: Why does this feel so hard? Here’s the thing: Most support teams aren’t failing because people aren’t trying hard enough. They’re struggling because the systems we’ve built over years of “making do” were never designed to handle today’s volume, complexity, or customer expectations. And the stakes? They’ve never been higher. According…