Future of Customer Service: Could AI Replace Humans?

Business people and humanoid AI robot sitting and waiting for a job interview

From chatbots to ChatGPT, artificial intelligence (AI) has gone from a futuristic idea to a very real part of everyday life. That’s certainly true for customer service, where AI is used to streamline the customer journey, personalise their experience and reduce the workload of customer service operatives.

The question – as with any advancing technology – is what’s next? In this post, we’ll discuss whether AI could replace humans in customer service.