The Illusion of Efficiency: How Companies Are Abusing AI in Customer Service The notion that artificial intelligence (AI) can revolutionize customer service by eliminating human interaction and increasing efficiency has become a seductive siren song for businesses looking to cut costs.
Beneath the surface, however, a more insidious trend is emerging: companies are using AI as an excuse to deflect from human to human interaction, masquerading it as a solution to improve customer experience.
This phenomenon was recently highlighted by John Kim, CEO of Sendbird, in an interview on Amazing Business Radio.