Die Hälfte der Unternehmen, die planen, den Kundendienst durch KI zu ersetzen, kehrt den Kurs um | Die KI -Blase platzt für Call Center und den Kundendienst

From the article: Customer care has become one of the most notorious business failures of the digital age, and everyone knows it. Now, artificial intelligence threatens to take this horror show of impersonal, unreliable service to a whole new level.

Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their decision. According to a recent survey from Gartner, the original goals were overly ambitious – and ultimately unachievable. The transition to an AI-focused business world is proving to be far more challenging than initially anticipated.

In March 2025, the US research firm surveyed 163 leaders in the customer service and support industry. Nearly all respondents (95 percent) now say they plan to retain human workers while „strategically“ evaluating what role AI technologies can realistically play within their organizations.

Kathy Ross, senior director analyst at Gartner, noted that while AI has the potential to transform customer service, it is not a miracle solution. Human interaction is still essential in many situations, especially when customers reach the end of a frustrating experience and need real help with a newly purchased product that isn’t working as expected.

Shocking, but I’m sure those wise and wealthy CEOs never had to deal with customer service via phone. Therefore they didn’t know that people dislike talking to AI even more compared to incompetent people on the phone.

Have these CEOs ever played with AI agents before? It takes time and effort to get the results you want. What client is ever going to be patient enough to deal with that?