Nearly one-third of inbound requests handled by AI support systems are not real customer inquiries, according to new data shared by Pylon and a16z.
The report found that 37% of AI-assigned inbound tickets consist of “noise,” including receipts, marketing emails, automated system alerts, spam, and misdirected messages.
Email was identified as the worst communication channel, with more than 66% of AI-processed email traffic classified as irrelevant or low-value content.
The findings highlight one of the growing operational challenges facing AI-powered customer service platforms as companies increasingly automate support workflows and digital communication systems.