There is an AI assistant called Sherlock that is now handling the majority of customer cases. Instead of working directly with TAC engineers, customers are unknowingly interacting with this virtual assistant for most of their support experience.
TAC engineers have been instructed to “overwatch” — essentially to train and correct the AI model — with the expectation that a significant portion of AMER TAC will be laid off in FY27. After these reductions, customers will primarily be supported by cheap TAC teams in India and Mexico.
What’s most concerning is that TAC engineers have been explicitly told not to disclose any of this to customers. They are being directed to remain silent about how cases are actually being handled, leaving customers with the false impression that human engineers are actively working their issues when, in reality, the AI system is driving the process.
This lack of transparency means customers are being misled about the nature and quality of the support they are receiving.
Note: This should not concern you if you're a premium HTTS customer