Half of companies planning to replace customer service with AI are reversing course
Editor's take: Customer care has become one of the most notorious business failures of the digital age, and everyone knows it. Now, artificial intelligence threatens to take this horror show of impersonal, unreliable service to a whole new level. Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their decision. According to a recent survey from Gartner, the original goals were overly ambi