I agree - if customer service is "worth it" - more people will use it. It still takes someone on the back end to check the work of the AI. In my company, we offshored our customer support for a while - but found that the combination of non native English speaking customers and support agents from different countries - led to a lot of misunderstandings. Even though things have improved on the AI front - you *still* need someone checking to make sure that there wasn't miscommunication.
I agree - if customer service is "worth it" - more people will use it. It still takes someone on the back end to check the work of the AI. In my company, we offshored our customer support for a while - but found that the combination of non native English speaking customers and support agents from different countries - led to a lot of misunderstandings. Even though things have improved on the AI front - you *still* need someone checking to make sure that there wasn't miscommunication.