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 offer,” said Emily Potosky of Gartner in a statement. “Relying solely on AI at this point is premature and could lead to unintended consequences.”

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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