The AI revolution is reshaping customer service roles, creating a stark divide between human and automated touchpoints in post-sales interactions. SaaStr founder Jason Lemkin projects that by 2025, AI will handle virtually all support and customer success functions except those directly tied to revenue generation. This shift reflects a fundamental business prioritization where human attention is increasingly reserved exclusively for revenue-generating opportunities while routine customer interactions are automated.
The big picture: Companies are rapidly deploying AI to handle the majority of customer support inquiries, with many businesses already seeing 40% or more of tickets resolved without human intervention.
Where humans remain: Human representatives are increasingly being reserved exclusively for sales-oriented customer interactions.
The emerging model: Post-sales customer engagement is evolving into a two-tier system based on revenue potential.
The competitive edge: Despite this industry-wide trend, exceptional human support remains a potential differentiator for startups.
Why this matters: As companies simultaneously reduce support staff while expanding sales teams, the customer experience is fundamentally transforming across industries, potentially creating opportunities for differentiation through superior human service.