AI implementations in customer service are proving more expensive than anticipated, potentially exceeding the cost savings organisations expected from replacing offshore support teams, forcing CX leaders to reassess their automation ROI calculations and deployment strategies. With over half of platforms now integrating AI into customer service operations, the financial reality of implementation, maintenance, and hybrid human-AI models is challenging the original business case for full automation, requiring support teams to evaluate whether their current AI investments are delivering the promised cost reductions or simply shifting expenses to different operational areas.
AI Was Supposed to Replace Offshore Customer Service. Now It Might Cost More. CMSWire
More than half of platforms using AI in customer service FT Adviser