POPA ReconNarrative Violation: In B2B customer support, AI is a Copilot, Not a Replacement
Narrative Violation: In B2B customer support, AI is a Copilot, Not a Replacement AI in B2B customer support acts primarily as an invisible triage agent or copilot rather than a full human replacement, resolving only 15% of tickets end-to-end compared to 35% in B2C Instead of replacing workers, the technology filters out substantial background noise and seamlessly routes complex tasks to human specialists, cutting human workloads by a third whenever it actively assists https://www.a16z.news/p/narrative-violation-in-b2b-customer
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