Get the latest tech news
Half of companies planning to replace customer service with AI are reversing course
Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their...
Human interaction is still essential in many situations, especially when customers reach the end of a frustrating experience and need real help with a newly purchased product that isn't working as expected. Despite this shift in perspective, some high-profile companies are still moving forward with plans to lay off thousands of customer service workers and replace them with generative AI technologies. Generative AI, Weber noted, is no smarter than a brick, and its implementation can result in a high total cost of ownership that may ultimately outweigh any expected savings.
Or read this on r/technology
