Troy Hunt Finds the Sweet Spot for AI Support: Human-Assisted, Not Fully Autonomous

Troy Hunt reports a shift in how he thinks about his AI assistant Bruce for handling support tickets. Rather than aiming for full autonomy, the real value emerges when Bruce operates with minimal human guidance - a person supplies a small piece of context, and the AI constructs a polished, complete response.

The practical workflow: obvious, routine tickets get auto-replied entirely by Bruce, while more nuanced requests need only a brief human nudge - like feeding in a specific account detail - before the AI takes over drafting and owning the reply. Hunt sees this hybrid model as the realistic sweet spot for AI in customer support.