Is Artificial Intelligence-Driven Customer Service Better Customer Service?

There is no shortage of data providers pitching database marketers on how great their data source is. Do good database marketers throw away all their existing data sources to use the new and (allegedly) improved data? They run simulation models to see if the new data source produces different results indicating who to market and how to market them, and they test the potential new data source to see if it produces superior response and conversion rates to the existing data source(s). Too bad customer service doesn't do this. Or at least, it doesn't seem like they do this. From what I can tell reading the banking press and blogosphere, customer service departments in banking seem ready and willing to shut down all existing service approaches and rely on AI (artificial intelligence).