AI will soon fix your problem before you even ask!

25 Aug 2026 · 1 min

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In this short presentation, Dan Novaes argues that the next evolution of AI in customer service will be proactive problem solving rather than reactive answering. He illustrates the concept with an airline scenario where an AI system, having full visibility of a passenger’s flight delay, connections, seat, and booking history, can automatically propose and enact a solution—such as rebooking a missed connection—before the customer even initiates a request. Novaes emphasizes that this shift requires companies to decide how much authority to grant AI agents, including the ability to issue refunds, change reservations, and provide compensation. The core claim is that once AI can take decisive actions, customer service transforms from explaining solutions to delivering them preemptively.

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We've all experienced it. You contact customer support and wait 10 minutes, 30 minutes, sometimes hours. AI could make that disappear, but not in the way most people think. The interesting part isn't just AI answering basic questions; it's AI knowing your entire situation. So before the conversation even starts, imagine contacting an airline. The AI already sees your delayed flight, your connecting flight, your seat, and your booking history. Instead of asking you five questions, it immediately says, "Your connection won't work. I found another flight. Want me to switch you?" That's a completely different kind of customer service. The AI isn't just answering; it's. Solving. But companies will have to decide how much authority these systems should have. Can they issue refunds, change reservations, offer compensation? Because once AI can actually take action, customer service stops being about explaining the solution. It becomes about letting AI solve the problem before you even have to ask.