Can artificial intelligence rescue customer service?

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make the process as cumbersome as possible by forcing you to press a bewildering combination of numbers or chat with a bot that regurgitates generic responses, a strategy that in the industry is called “deflection”.

Unlike their rote-learning predecessors, generative-AI bots do not regurgitate canned answers to narrow questions. Instead, they create their own responses, informed by the firms’ training materials and previous customer service interactions.

Advocates for the technology say that customers will no longer have to wait endlessly for a person to pick up the phone, and point out that bots will be fluent in many languages and have easier-to-understand accents than foreign call-centre agents. 

generative-AI bots have a tendency to project utter confidence in their responses, even when they are wrong, which could wreak havoc.

Human agents could be freed up to spend more time on creative and rewarding tasks, like using feedback to make products better – and less time listening to irate customers.

Qn: To what extent is artificial intelligence replacing the role of humans? (Cam. 2019)