How to automate customer support in 2026

This guide outlines a seven-step workflow for automating customer support using AI while maintaining human oversight, covering how to trigger automation on incoming tickets, classify and summarize issues with AI, enrich data from CRM systems, and route tickets based on rules. Relay.app drafts responses and requires human approval before sending, keeping humans in control of customer-facing decisions through approval checkpoints. The approach emphasizes letting AI handle routine tasks like categorization and drafting while reserving final decisions for human agents.