"Also: OpenAI's Altman calls AI sector 'bubbly', but says we shouldn't worry - here's why At least at first glance, customer service would seem to be a field that's particularly ripe for AI-powered automation. Chatbots specialize in fielding simple queries, while newer and more powerful agents can access a business's internal files to provide up-to-date information, send follow-up emails, and perform other complex tasks. Little wonder that a fleet of companies like Salesforce and Microsoft have been replacing human customer service reps with AI."
"Also: Despite AI-related job loss fears, tech hiring holds steady - and here are the most in-demand skills A survey conducted earlier this year by HubSpot and SurveyMonkey found that 82% of respondents prefer talking to a human being during customer service interactions, even when their wait time is exactly as long as it would've been if they were interacting with a chatbot."
Generative AI adoption has surged, prompting businesses to deploy AI-powered customer service tools. Chatbots handle simple queries while advanced agents can access internal files, send emails, and perform complex tasks. Major vendors have been replacing human representatives with AI. New research and surveys show strong customer preference for human agents: 82% prefer human interaction in a HubSpot and SurveyMonkey survey, and 88% reported satisfaction with human reps in a Verizon report. Overreliance on AI can produce reputational damage, and some companies are responding by reinvesting in human customer service staff.
Read at ZDNET
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