The vendor pitch is familiar by now: AI agents that work like your best employees, available 24/7, never burn out, never call in sick. But according to Gartner VP Analyst Kathy Ross, buying into that framing is exactly where a lot of customer service leaders are starting to slip up. In a recent conv
The vendor pitch is familiar by now: AI agents that work like your best employees, available 24/7, never burn out, never call in sick. But according to Gartner VP Analyst Kathy Ross, buying into that framing is exactly where a lot of customer service leaders are starting to slip up. In a recent conv