Is AI customer support becoming infrastructure instead of SaaS?

I've been building an open-source AI customer support platform, and one question keeps coming up.

As AI becomes the primary interface with customers, should businesses still rent their entire support stack?

Or should they own it?

We're betting on the latter: self-hosted, fully auditable AI where every response is traceable—from retrieved knowledge and prompts to tools and workflows.

Curious how other founders think about this.

If you were building today, would you buy an AI support platform or own the infrastructure behind it?

Building: InteraOne → https://github.com/InteraOne/InteraOne