Let’s explore the imminent role of artificial intelligence (AI) in the customer service industry, particularly focusing on the potential replacement of human call centres.
The BBC article reports on industry predictions, such as Gartner’s forecast that AI will autonomously resolve 80% of common customer service issues by 2029, while highlighting the current challenges, including AI “hallucinations” and the high cost of implementation. It presents both success stories, like Salesforce’s AI platform, and failures, such as DPD’s problematic chatbot, concluding with the acknowledgement that customers, and perhaps future regulations, may still demand the option to speak to a human.
We are inclined to agree that current AI is not living up to the hype and is being rushed to market untested, expressing a personal hope that AI will eliminate the “soul-destroying” work environment of traditional call centres.
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