AI adoption in customer service has accelerated rapidly, but organisations are discovering that automation-first strategies often fail to deliver promised cost savings and may damage customer relationships if human touchpoints are eliminated entirely. Support leaders need to reassess their AI implementations to ensure they augment rather than replace human agents, particularly for complex issues where customer satisfaction and retention depend on genuine problem-solving rather than deflection to self-service channels.
The internet ruined customer service. AI could save it. Andreessen Horowitz
AI in customer service: Not the cost-saver you think cio.com
Keeping Customer Service Human-Centered in an AI World Harvard Business Review
AI has taken over customer service – but companies could soon regret the shift Computerworld