People who've tried AI for customer support: what disappointed you the most?

I'm researching customer support automation and trying to understand why so many AI support tools still fall short.

If you've used Zendesk AI, Intercom Fin, Gorgias, or any similar tool, I'd love to hear your experience.

• What worked surprisingly well?
• What failed?
• What's the biggest reason your team still needs humans for so many tickets?
• If you could magically fix one part of your support workflow, what would it be?

Not building in public or selling anything—I just want to understand the real problems before spending months building something.