The interesting thing about customer service jobs is that people in those roles are almost always given a very strict procedure to handling any kind of inquiry. In a way, companies require people in customer support to act like software. Humans are not going to be better robots than robots.
I think there's a potential opportunity to do the exact opposite. Have human customer support agents and give them more agency to make decisions. Change up the job title. When I think about it, most bankers, account managers, and brokers of all types are a sort of customer support. They're just paid better and valued for their judgement (which AI is less good at). Doing something similar in all customer service jobs could result in much happier customers and increased revenue.
The interesting thing about customer service jobs is that people in those roles are almost always given a very strict procedure to handling any kind of inquiry. In a way, companies require people in customer support to act like software. Humans are not going to be better robots than robots.
I think there's a potential opportunity to do the exact opposite. Have human customer support agents and give them more agency to make decisions. Change up the job title. When I think about it, most bankers, account managers, and brokers of all types are a sort of customer support. They're just paid better and valued for their judgement (which AI is less good at). Doing something similar in all customer service jobs could result in much happier customers and increased revenue.