AI in Customer Service—the “After”
The concern among customer support agents is that AI will automate away all the tier 1 frontline support roles. And to be fair, that’s happening. AI is a natural fit for repetitive queries and FAQ-level conversations. It’s fast, always available, and increasingly accurate.
But here’s what we’re actually seeing: AI removes the repetition, not the people. And the people? They’re moving into new roles—sharper career paths, better pay, and more fulfilling work.
AI isn’t taking our jobs. It’s taking our tasks. And there’s a significant difference between the two.
We’ve seen it firsthand at Tidio.
Real Stories from Our Team
Piotr Wangert
Before: Customer Service Specialist
After: AI Content Manager
Piotr became an expert in our Lyro AI Agent. He reviews thousands of conversations, helps train the model, and ensures the content it uses is natural, accurate, and effective. He even collaborates with the machine learning team by writing performance reviews that guide model improvements. His work shapes not just the conversations—but the product itself.
Arek
Before: Customer Service Specialist
After: Content Manager
Arek now owns our help center content. The clarity and tone of his writing directly influence how effective our AI is. His job sits at the intersection of support, content strategy, and AI training—and it’s critical to the customer experience.
Daniel
Before: Customer Service Specialist
After: Sales Development Representative (SDR)
Daniel shifted into sales and now speaks to new prospects daily. He qualifies leads, shares product knowledge, and helps move potential customers through the sales funnel. He’s no longer reacting to tickets—he’s driving revenue.
Carlos
Before: Customer Service Specialist
After: Onboarding Specialist (via video calls)
Carlos now does something we thought was impossible: one-on-one onboarding calls with customers. Before Lyro, volume made this completely unrealistic. Now? There’s space for real human connection, personalized walkthroughs, and helping customers fall in love with the product.
Patryk
Before: Customer Service Specialist
After: QA Specialist & Product Trainer
Patryk evaluates the quality of support across the team—something we couldn’t consistently do before. He’s also become a trainer for new team members, helping elevate the bar for customer support at Tidio as we grow.
This is what an AI transformation looks like when done right.
As AI takes over the repetitive parts, people are stepping into more impactful roles—training the AI, writing for it, selling with it, and improving the product around it. This is the same pattern we’ve seen with all manner of technology: spreadsheets didn’t substitute accountants, video didn’t kill the radio star. Job titles may disappear, but careers evolve.
Let’s stop worrying if AI will replace support agents—and start getting excited about all the freed up human potential. Because with the right mindset, AI doesn’t reduce opportunity. It unlocks it.