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‘Digital first, but not digital only’: Customer service workers were first on the AI chopping block – but half of enterprises are now backtracking amid a torrent of consumer complaints and poor returns on AI

Customer service workers were among the first on the AI chopping block, but now some enterprises are backtracking amidst a consumer backlash and concerns over quality. Analysis from Gartner earlier this month found that human workers will remain an essential component for customer service activities despite the sharpened focus on AI adoption in this domain. The consultancy said half of…