We Automated 70% of Our Support Volume. Here's What Actually Happened.

## The Promise and the Reality

Every automation vendor will tell you their tool handles 70-80% of support volume. That's become the standard claim. We hit 70% automation after about four months of tuning. But "70% automated" doesn't mean "70% of your problems are solved." Here's what actually happened over 12 months.

## Month 1-2: The Optimistic Phase

We started by automating the obvious stuff. Password resets, order status lookups, "how do I cancel" questions, billing inquiries. These catego...