Is your AI support bot actually solving issues or just driving customers away?

We set up an aggressive AI bot to handle support tickets and on paper it looked like a huge win ticket numbers dropped by 40%.

Turns out the bot wasn't fixing anything. It was just sending users in circles with generic help articles until they gave up and canceled their accounts. Saving money on support ended up costing us way more in lost customers.

How do you stop automated bots from blocking people when they actually need to talk to a human?