AI & the future of work
Will AI replace customer service reps?
High exposure80/100
SaferMore exposed
Bots now handle the easy 70%, so the value moves to the hard cases and to the people who supervise the AI, not the ones competing with it on volume.
What AI already does
- →Answering common questions and first-line tickets
- →Drafting replies and summarizing long threads
- →Looking up account details and order status
What stays human
- ✓De-escalating a genuinely upset customer
- ✓Judgment on exceptions and goodwill calls
- ✓Complex problems that cross departments
This is the average. What's your number?
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