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Overheard a developer saying AI should replace customer service agents outright.
He argued it saves money and eliminates human error, but I work retail and know half our customers call in because they can't navigate automated systems, so where's the line between efficiency and just making people angry for the sake of a bottom line? Has anyone seen a real case where full AI replacement actually improved customer loyalty?
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alice_palmer201mo ago
Worked at a place that replaced all humans with chatbots and customer complaints went up 40 percent.
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hugo_schmidt1mo ago
@alice_palmer20 nailed it with that 40 percent stat, I saw the same thing happen at a insurance company where they put in a fully automated claim system and customer loyalty scores dropped 25 points in three months. The real line nobody talks about is that AI is great for simple stuff like password resets but terrible for the messy human stuff where someone just needs a person to listen to them complain for five minutes. Companies that tried full replacement always ended up bringing back a small human team for escalations because angry customers don't click "satisfied" on the survey.
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