Devo Tech Services

Your customer service team is probably spending thousands of dollars on conversations that don't actually need a person.

I'm not saying cut your team loose. I'm saying most businesses haven't done the hard work of figuring out which conversations deserve human time and which ones are just burning budget.

Think about it this way: a straightforward chat with a customer costs you somewhere between $2.50 and $4.50 when you factor in salary, tools, overhead, and scheduling. A bot handling the same routine question costs pennies. But here's where most teams get it wrong - they either automate everything (and watch customer loyalty tank) or they automate nothing (and wonder why their support costs keep climbing).

The real question for 2026 isn't whether AI is better than humans. It's about routing. Which conversations need judgment, reassurance, and someone who can actually own a solution? Those go to your team. Which ones are repetitive, policy-based, or happen at 2 AM when nobody's staffed? Those should flow to automation.

Order status questions, policy lookups, booking confirmations, password resets... your bot should own those. Refund disputes, angry customers, complex troubleshooting, anything that needs accountability... that's where your humans shine.

The teams winning right now aren't picking a side. They're building a system where each one does what it actually does best.

What's your biggest support challenge right now? Are you overstaffed on routine work, or stretched too thin on complex issues?