Small e-commerce question: How do you decide when to use AI customer support vs hiring human agents?

Hey everyone,
I’m pretty new to e-commerce and also interning at a startup that works with AI support tools, so I’m trying to understand the real decision-making process from actual business owners.

For those of you running online stores or small businesses:

How do you decide whether to use AI customer support or hire human agents?

I’m especially curious about things like:

• when AI is “good enough” for your store
• when a human agent is absolutely necessary
• what made you choose one over the other
• cost vs. customer experience trade-offs
• any mistakes you made when trying AI or live chat

I’m honestly just trying to learn how business owners think about this.
Would really appreciate any insights — even quick comments help a lot!

Thanks in advance 🙏

— A beginner trying to understand the e-commerce world