My view is that you need human customer service mostly for cases you can't serve with a self-service UI. And if you can't build a UI for it, you certainly can't build an AI for it. So the AI is necessarily less useful than either the human or the self-service interface.
A lot of companies expect big savings from AI customer service, so where do I assume wrong here?
A lot of companies expect big savings from AI customer service, so where do I assume wrong here?