Support agents can read incoming requests, retrieve relevant knowledge, classify issues, draft responses, escalate complex cases, and update helpdesk systems. They can operate externally with customers, internally with support reps, or both.
For SMBs, this can improve response speed without immediately expanding headcount. The safest first deployment is often support-assist: the agent drafts, classifies, summarizes, and recommends, while humans approve sensitive responses until the system proves itself.