I feel that attempts to replace customer service with AI have and will continue to fail. It's not able to do that for both technical reasons (the AI is still t

I feel that attempts to replace customer service with AI have and will continue to fail. It's not able to do that for both technical reasons (the AI is still to dumb) and business reasons (the AI is usually deliberately scoped to be impotent at helping customers with any important issue). But, when properly used AI can reduce the customer service load. It can handle a lot of simple questions and status updates. There just needs to be a human available when there's any request that escalates past that simple case.