Wakefield, Jane. “Will AI Mean the End of Call Centres?” BBC NEWS, 2 Nov. 2025, www.bbc.com/news/articles/cz913ylq3k3o.
With Customer Service features now using automated features, its taking the way people rely on help from a person as companies are replacing the “human feature”. Nowadays it feels like whenever someone calls for customer service nowadays it send directly to an AI feature instead of a person, whereas it could take a few minutes to get an actual person. Jake Wakefield of BBC News reported that: “Meanwhile, AI will autonomously resolve 80% of common customer service issues by 2029, predicts business and technology research firm Gartner.” With people relying on others for help on certain products from businesses, with this strategy be effective or useful?
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