A step change is coming to customer support

For decades, support meant one person contacting another to get an answer.

The interface evolved - phone, email, chat, WhatsApp - but the model barely did.

Then AI arrived on the answering side. Chatbots became AI agents that hold real, knowledgeable conversations with customers. That shift is only just beginning.

However the bigger change is happening on the other side. The customer is changing.
Personal AI agents - ChatGPT Codex, Claude Cowork, Grok Bot - are starting to act on behalf of the customer: asking questions, raising tickets, managing accounts.

Within a few years, much of your inbound won't come from people typing.
It'll come from agents typing for them.

This will transform the demand side of customer support, especially for tech businesses such as SaaS. Most traditional support platforms that were designed for human interactions won't be ready for this new type of traffic.

We're building Converso for this new paradigm. We started with an AI-first helpdesk that turns every conversation into a real response, with human-in-the-loop for complex cases.

That same architecture now powers Exchange, a verified channel for a new kind of customer: the personal AI agent.