AI has taken over customer service - but companies could soon regret the shift

"Many companies and organizations have in recent years cut back on the number of employees dedicated to support issues, believing that AI solutions can handle this task for more efficiently. But Gartner Research is now saying demand for support from real people is likely to increase as early as next year - because customers prefer talking with humans. "AI is simply not mature enough to completely replace the expertise, empathy, and judgment that humans"

"But Gartner Research is now saying demand for support from real people is likely to increase as early as next year - because customers prefer talking with humans. "AI is simply not mature enough to completely replace the expertise, empathy, and judgment that humans offer," said Emily Potosky of Gartner in a statement. "Relying solely on AI at this point is premature and could lead to unintended consequences."

Many companies and organizations have recently reduced the number of employees dedicated to support, expecting AI solutions to handle support tasks more efficiently. Gartner Research projects that demand for support from real people will likely increase as early as next year because customers prefer speaking with humans. Gartner emphasizes that AI is not yet mature enough to replace human expertise, empathy, and judgment in support roles. Relying only on AI is considered premature and could produce unintended consequences. Organizations should anticipate renewed need for human support when planning staffing and AI deployment strategies.

Read at Computerworld