In my experience, a lot of support requests for bespoke/in-house software go like this:
> User: Why is my wibble being quarked? This shouldn’t be happening!
> Dev: Wibble ID, please?
> User: ID 234567. This is terrible!
> Dev: [rummages in git blame] Well, this wibble is frobnicated, and three years ago [links to Slack thread] you said that all frobnicated wibbles should be automatically quarked.
> User: Yes, but that was before we automated the Acme account. We never frobnicate their wibbles!
> Dev: ...so, is there a way for me to tell if a client wants their wibbles unfrobnicated, or should I hard-code an exception for Acme?
(And then, six months later: “Why are none of Acme’s wibbles being frobnicated automatically?”)
If you could introduce an AI assistant that could answer these questions instantly (instead of starting with a support ticket), it’d cut the feedback loop from hours or days down to seconds, and the users (who are generally pretty smart in their field, even if my frustration is showing above) would have a much better resource for understanding the black box they’ve been given and why it works the way it does.