AI has no motive to screw it up. It's only as good as it's developed and if it's deemed up to the task to properly interpret and advise on policy, then that's a huge advantage over an overseas call center rep going by what their script says while trying to interpret policy on the fly (like every time you're put on hold while they "do their research").
It's really pretty simple to me, either policy allows a course of action or it doesn't, and then what is the best decision to make based on all surrounding circumstances, past outcomes, etc. Human customer service has already proven to me (and others) it consistently fails at this with consequences for the customer. However, this is literally what AI was created for: problem solving and decision making at an enhanced level. Best part: the more it's used, the more data it gathers and the better it becomes.
Ya'll do realize eventually this won't even be a conversation anymore and AI will have replaced customer service entirely. I'm simply saying please look into it now, it's that bad.
