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When a support assistant should hand off to a person

This story is from 2026-10-27. It is preserved in the archive; the latest stories are on the live feed.

In December 2024, Vinnie Giarrusso , principal software engineer at Twilio, described how to add AI to customer communication without making it colder. The worry he named is that assistants take work away and the experience gets less personal. He wants the assistant on the boring technical work and…

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  1. 2026-10-27 20:30 · DEV Community — AI
    When a support assistant should hand off to a person

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