Why AI can't fix your broken customer service model

I recently had a very interesting conversation with an air passenger whose flight had been delayed 12 hours by the "Beast from the East," a cold snap that was sweeping across Europe at the time, bringing some countries to a frozen standstill. During his long delay, the disgruntled flyer had heard nothing from his airline, nor had he been able to reach them through any of their communication channels. He even tried tweeting them. Knowing what I do for a living, he ended his tale with the question, "If they had artificial intelligence, would this fix their customer service?" The question illustrated how people often see artificial intelligence as a magical answer to all woes.