Rethinking AI in Customer Service While Balancing Efficiency with Empathy
One would expect customer service to be more efficient and responsive than ever in this age of rapid technological advancement. However, the reality is quite the opposite. The rise of artificial intelligence (AI) and automated systems in customer support processes has led to a stark absence of human beings in the service industry. Michael Levine's seminal work, "Broken Windows, Broken Business," sheds light on this alarming trend, revealing that nearly half of the world's call centers are poised to integrate AI technologies within the following year. Consumers grapple with frustration and disillusionment as voice agents and chatbots increasingly replace human interaction.
