Of the companies that I've worked with that made significant use of call centres they generally fall into three groups: * Customer wants the human touch * The

Of the companies that I've worked with that made significant use of call centres they generally fall into three groups: * Customer wants the human touch * The company's systems were broken and the customer wouldnt have called at all if they could quickly and easily do what they wanted online. * Customers are routinely furious and want to complain and/or understand and the company wants to brush them off. AI doesnt help the first two, it only helps with deflection (what they call the last one).