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Half of companies planning to replace customer service with AI are reversing course
(www.techspot.com)
this post was submitted on 13 Jun 2025
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No shit, Sherlock.
Phone menu trees have their place, they can improve customer service - if they are implemented well, meaning: sparingly - just where they work well.
Same for AI, a simple: "would you like to try our AI common answers service while you wait for your customer service rep to become available, you won't lose your place in line?" can dramatically improve efficiency and effectiveness.
Of course, there's no substitute for having people who actually respond. I'm dealing with a business right now that seems to check their e-mails and answer their phones about once per month - that's approaching criminal negligence, or at least grounds for a CC charge-back.
AI + worker effort is the sweet spot for efficiency and accuracy
Yeah but these pesky workers cut into profits because you have to pay them.
They're unpredictable. Every employee is a potential future lawsuit, they can get injured, sexually harassed, all kinds of things - AI doesn't press lawsuits against the company, yet.