@Phaeton wrote:
... as an aside why do companies think that AI is the future hopefully the bubble will burst & they will realise how pathetic & unsuitable it is.
I wondered how an AI would answer your question, so I asked -
Regarding customer support phone lines, why do companies think that AI is the future hopefully the bubble will burst & they will realise how pathetic & unsuitable it is.
Grok replied -
Companies are drawn to AI for customer support phone lines because it promises cost savings, scalability, and 24/7 availability. AI can handle repetitive queries, process data quickly, and reduce the need for human agents, which cuts labor costs significantly—sometimes by 30-50% according to industry estimates. It also allows companies to manage high call volumes without proportional increases in staff, and AI systems can be trained to provide consistent responses, reducing human error. Some companies, like those in tech or telecom, report that AI resolves up to 70% of basic inquiries (e.g., password resets or billing questions) without escalation.
On the flip side, AI often falls short in handling complex or emotionally charged issues. Customers frequently complain about AI’s inability to understand nuanced problems, with surveys showing 60-80% of users preferring human agents for empathy and problem-solving. AI can misinterpret accents, struggle with ambiguous queries, or loop customers in frustrating scripted responses—think of the classic “I didn’t understand, please repeat” nightmare. This leads to dissatisfaction, with some studies indicating 40% of customers abandon AI systems after one bad experience.
The “bubble” you mention might not burst entirely, but there’s growing pushback. Companies are noticing that over-relying on AI can damage brand loyalty—think of the backlash against IVR systems that trap callers in menu hell. Hybrid models are emerging, where AI handles simple tasks but escalates to humans for anything complex. The future likely isn’t all-AI or all-human but a balance, as businesses realize AI’s limits in replicating human judgment and empathy. Posts on X echo this sentiment, with users venting about AI phone systems’ robotic tone and praising companies that prioritize human support.
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