Which of these statements are not true?

I would rather talk to a person than an automated customer service call.
I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “
Almost 4 out of 5 customers prefer talking to a human, even if there is a wait time.
Within two years, many of the human customer service representatives will return.
Half of companies using AI in place of human customer service reps will change their plans.

According to Garntner, an American research and advisory firm, all of the points above are correct. Research shows that over the short-term, there will be fewer human agents because of automation, but the complexity of transactions and the desire for more personalized attention by customers will demand human agents.

This dichotomy will force companies to rethink their strategies in the future. The points?

AI can’t replace human customer service agents around more complex issues.
Of those companies that severely reduce contact center headcount due to AI, half will drop such plans by 2027.
Most simple customer service requests have already been automated.  Those remaining are highly interactive issues that require sensitivity, empathy, judgement, plus allowance and exception decisions that technology can’t replicate.

As an example, my bank’s automatic monthly payment was processed a day late, causing my balance to fall under the 2+% monthly fee. When I called my credit card company and finally got an agent, they waived the fee because I was a “loyal” customer (and knew I would probably cancel the credit card for a problem I didn’t cause).

How do these factors change the role of human agents in the future? Some thoughts:

There may be fewer agents, but agents will be highly trained and the best agents available.
The compensation for these agents will accelerate, as their value to the company will increase dramatically.
Issues will be solved more quickly, with higher customer satisfaction.
The old “menu” transaction call will disappear.  In its place will be an AI system that will be able to “read” the
key words of the telephone message and automatically move the call to the proper department.
Human agents can induce customers to upsell or provide them with guidance toward another product or service. They can also provide advice on upcoming changes or provide answers to questions that may come up in the future — service that customers appreciate.
Customers can be encouraged to consider the value of human contact in helping with issues, rather than being turned over to an automated voice.

The goal should be the most effective customer service program designed for each individual business, not who can eliminate the most customer service agents in the shortest period of time.

If you want an article on a subject or a resume review, email wkaufmann44@gmail.com.

https://www.pilotonline.com/2025/10/18/my-greener-future-ai-and-customer-service/