> but it's also the worst role to replace with an AI, since customer frustration can (and usually does) lead to spurned customers switching to competitors Unle

> but it's also the worst role to replace with an AI, since customer frustration can (and usually does) lead to spurned customers switching to competitors Unless all the competitors are also going the AI route for support, because they're all equally greedy. That's basically what happened with the path from humans answering the phone to "press 1 to..." to "say 1 to...", or website chat support being replaced by non-AI bots. I really can't see an argument against the notion that customer service has been steadily worsening as a result of companies preferring to invest less on labor.