The only thing we don't know yet is whether the decisions to reduce Customer Support is actually driven by the business that runs the CS or the customers who actually want it.
In other words, soon, we'll know if the world and customers will actually want automated solutions via bots, AI, etc. and whether many companies will have to pivot and revert back b/c "Proof of Humanity" is actually a thing.
It will be driven by how successful the results are, but it's absolutely coming. I recently had an AI support agent for scheduling a pharmacy pickup that performed quickly and flawlessly. Impressive. Other AI interactions have been far less stellar, but they'll get there.
The only thing we don't know yet is whether the decisions to reduce Customer Support is actually driven by the business that runs the CS or the customers who actually want it.
In other words, soon, we'll know if the world and customers will actually want automated solutions via bots, AI, etc. and whether many companies will have to pivot and revert back b/c "Proof of Humanity" is actually a thing.
Silicon Valley is the king of over-correction.
It will be driven by how successful the results are, but it's absolutely coming. I recently had an AI support agent for scheduling a pharmacy pickup that performed quickly and flawlessly. Impressive. Other AI interactions have been far less stellar, but they'll get there.