Customer Success Isn’t 80% Automated. It’s 100% Experience.

By Kristin Oelke, Managing Director, Growth Services, Brightrose Ventures, and author of Trust: Unlocking B2B Growth in Today’s AI World

Here’s a reality check: your customer doesn’t care if AI handled their ticket. They care if their issue was solved - and how the experience felt along the way.

A 2023 Zendesk CX Report found that 73% of customers expect support to be faster and more personalized than ever before. AI delivers speed. Humans deliver personalization. Without both, the experience falls short.

The myth is that 80% automation equals success. But customer success isn’t measured in percentages - it’s measured in loyalty, renewals, and expansion. If the final 20% of interactions are clunky, slow, or impersonal, it erodes the experience AI worked so hard to streamline.

That’s why Brightrose Ventures built a Per-Ticket Human Support Layer. Our solution ensures the remaining 20% of tickets get solved by trained experts - efficiently, cost-effectively, and with the empathy customers expect.

Because in the end, support isn’t about tickets. It’s about experience.