AI bots lack one critical skill for customer service jobs

AI can be way off the mark in its answers to human queries. It can also be entertaining, such as in the recent headline-grabbing cases of DALL-E, which generates art based on user prompts, or ChatGPT, which similarly generates prose. It would be natural for contact center agents to view AI as a threat that could automate them right out of a paycheck. In live customer service, AI can handle many tasks. Those include agent assist, which plumbs knowledgebases for answers to customer questions via human prompts or automatically when listening to the conversation via speech recognition.