GoKawiilAI tools reshape customer service roles, with mixed results for workers
CNBC profiled customer service workers whose daily tasks have shifted as companies deploy AI tools for note-taking, scheduling and answering queries. One credit card company worker said AI frees her to focus more on customers, while a telecom worker in Cardiff described AI-generated notes as frequently inaccurate, forcing her to rewrite them herself. Other workers described being pushed to use chatbots for answers and said AI booking agents often routed only the hardest cases to human staff, increasing burnout.