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, and a lot of corporate leaders are more than happy to let those workers lose their jobs. But here's a loss that their companies can't afford: paying customers.from the technology consulting firm Gartner suggests that people don't just dislike the idea of AI being used in customer service — they're actively repulsed by it.
But over half — 53 percent — took an even harder line: they'd consider switching to a competitor if they learned a company was using AI in a customer service role — a staunch rebuttal to employers trying to automate this sector.It's not hard to understand the aversion to AI being used in this capacity. When customers call in, they want help.
"Once customers exhaust self-service options, they're ready to reach out to a person," said Keith McIntosh, a senior principal and researcher at Gartner, in a
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