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AI won’t fix the real issue with customer service
The priority should be to enhance human connection, not replace it.
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Some experts say that AI can indeed help on this issue and boost customer satisfaction and loyalty, including in interactions with chatbots or e-mails.
PHOTO: BLOOMBERG
Anjli Raval
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How many times do you call a customer service help desk before reaching breaking point? I came close when trying to arrange an internet connection for my new home earlier in 2025.
Each time we booked an installation, we subsequently received an automated text message postponing our appointment. The process was repeated over weeks in an infuriating doom loop.
