The most expensive part of customer service is not replying but sorting: reading, understanding, assigning, forwarding, looking up the case number, piecing together the context. Only then does the real work begin.
This is exactly the groundwork that can be automated. Every message is captured, assigned to a topic, linked to the relevant customer history and routed to the person responsible, together with a suggested reply based on your previous answers and rules.
What your team contributes stays the same: the decision. What goes away is the half hour before it.