The world is changing. While AI promises to revolutionize industries over the next decade, it's already reshaping how businesses and customers interact – or don't interact – with each other.
This transformation is happening first in customer support. AI-powered chatbots have emerged on every website, promising instant answers without human intervention.
The technology behind these experiences is impressive. Modern AI can parse documentation, synthesize information, and engage in natural conversation. These models are particularly effective when drawing answers from official documentation and knowledge bases (known as retrieval-augmented generation, or RAG). When relevant documentation exists and is up-to-date, these chatbots can provide fast, accurate answers.
We believe that when it comes down to it, people just want a fast and reliable answer to their question. And for many support questions, AI enables an incredible experience where people can get a high-quality answer in an instant.
However, we also believe that businesses will continue to face support questions where human expertise is crucial. These are situations that demand more than documented answers – they require understanding context, reading between the lines, and drawing from hands-on experience to provide solutions. This human expertise isn't just a nice-to-have – it's essential for the complex, nuanced situations that businesses face every day.
Take software development for example. A developer might describe an issue that sounds routine, but an experienced support engineer recognizes the telltale signs of a race condition they've encountered before. This kind of troubleshooting draws on practical experience, and often leads to discoveries that benefit the entire development community.
Sometimes, the challenge isn't even technical – it's about making the right decisions. When someone is trying to advance their implementation from basic to advanced usage, they need more than tutorials. They need experienced practitioners who can understand where they are in their journey and guide them toward better practices and patterns. This kind of mentorship draws on years of real-world experience that no documentation can fully capture.
We believe this is where the future of support is heading. When people need answers today, they increasingly turn to places like Reddit or Discord – seeking out real people with real experience, not just docs or FAQs. They want to hear from others who've been there before, who can share what actually worked.
As AI handles the routine queries, we'll see this shift accelerate towards open communities where people seek help together. Support professionals will become community and success leaders, sharing their expertise beyond their own company's walls. Creating spaces where knowledge flows freely, experts can have meaningful impact at scale, and everyone benefits from shared experiences.
This approach isn't just better for customers – it's transformative for businesses. When support happens in the open, every answer becomes part of your self-serve knowledgebase, dramatically reducing repetitive questions. Your customers get the authentic, peer-validated answers, while your support team focuses their expertise on high-impact interactions. The result? Higher CSAT, NPS, and support that naturally scales with your business.
With Hall, we're building the platform that's made for this kind of support. A place where every support conversation creates lasting value, not just for one person, but for an entire community.
We're building around these simple values:
The world may be becoming less human, but the answers to our most important questions still come from people. While chatbots multiply across the internet, promising instant solutions, we're building something different.
We're creating spaces where real expertise can flourish, where every interaction makes the whole community stronger, and where genuine human insight is valued above all. Because in a world racing to automate everything, we believe in a future that amplifies human knowledge, not replaces it.