CEO’s are always leading with short-term gains. Chat bots and AI are only going to be as good as their learning models, which also have to include (in this specific case for customer service) learning through recorded interactions with people. As technology changes, without humans actually answering phones and troubleshooting real-time, the AI will be left to original equipment manuals (OEM) for guidance, and any FAQ’s that may (or may not) exist).

OEM’s only cover a limited range of issues. Long-term consequences are that AI won’t be able to properly direct future customers because they lack the nuance of human to human interaction as tech and social norms change. Imagine talking to an AI that learned all it’s interaction with humans back in 1960.