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"Agentless Customer Service Should Not Be Your Goal"

AI boosts customer service efficiency, but fully replacing human agents is unlikely and unwise. Attempts to cut staff often led to rehiring or unmet demand. Humans are vital for high-risk cases, exceptions, and customer relationships. Explore strategies to combine AI's strengths with human expertise in this research report.

Despite bold predictions about an agentless future, research shows this vision is unrealistic and counterproductive. Organizations using generative AI in customer service see efficiency gains, but drastic workforce cuts are rare and often backfire, leading to rehiring.

This report explores how top organizations balance AI automation with human expertise to deliver superior service. Learn about:

· Why 54% of leaders maintain headcount while scaling support capacity
· Strategies for redeploying agents to revenue-generating tasks
· The vital role of human judgment in high-risk interactions

Read the full report to optimize AI investments while preserving essential human capabilities.

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