AI chatbots are expected to replace 20-30% of customer service agents by 2026, according to Gartner.
Despite the potential savings and efficiency, AI customer service has seen limited adoption.
AdvertisementGen Z hates talking on the phone, so companies like the $9.7 billion buy-now, pay-later giant Affirm are betting big on AI-powered chatbots.
AI customer service hasn't been a panacea for all businesses, though.
People tricked and hacked a car dealership's customer service AI in December, and in January, a UK mail service's bot swore at a customer.
Persons:
—, Max Levchin, We've, Levchin, chatbots, that's, Deb Cupp, Mihir Shukla, hasn't
Organizations:
Gartner, Service, PayPal, Tech, Microsoft
Locations:
Davos