Why do support teams experience bottlenecks during volume spikes?

Why do support teams experience bottlenecks during volume spikes?

Support bottlenecks typically occur when Tier 1 agents are overwhelmed by simple queries, causing Tier 2 specialists to be pulled into basic troubleshooting. This slows down the resolution of complex issues and increases overall wait times for every customer. Automating the Tier 1 layer ensures that volume spikes are absorbed by AI, allowing the human team to stay focused on high-priority tasks.