Customer Service Representatives

Today many routine CSR tasks are already being automated or aided by AI. For example, chatbots on websites or AI phone systems can answer common questions 24/7 ^[1]. Modern voice-response tools even ask for your account details and route your call before a person ever speaks to you ^[1].

Studies report that one AI system was able to divert about 60% of a million calls into self-service menus ^[1]. Meanwhile, computer software automatically logs most of the call or chat details (so agents don’t have to write everything down by hand) ^[2]. At the same time, researchers note that truly complex or emotional tasks – like resolving a tough complaint or calming an upset customer – still need a human touch ^{[3] [4]}.

In practice, AI today mostly augments customer service reps by handling basic questions or suggesting answers, while the person deals with anything complicated ^{[4] [1]}.

Companies are adopting AI for customer service for both practical and economic reasons. Modern AI tools are widely available, and customers (especially younger ones) now expect instant answers; hiring enough people to do that 24/7 “isn’t a viable option,” notes McKinsey ^[4]. In fact, one industry report expects spending on AI for call centers to jump by about 24% in 2024 ^[1].

AI can boost efficiency and open up new cross-selling opportunities ^[4]. On the other hand, adopting AI takes investment and care. Companies must pay for or build the software and integrate it with existing systems, and strict rules around privacy or fairness can slow things down.

Many customers also still trust humans more for sensitive issues. Overall, experts expect AI to complement customer service workers – making them more productive – rather than fully replace them ^{[3] [4]}.