AIがKlarityのサポートスタッフを80%削減 — しかも満足度は上昇
Wiredによるチャットボットカスタマーサービスの調査では、消費者の59%がAIエージェントに不満を持ち、企業の31%がそれを理由に人員削減を進めていることが明らかになった。
as companies deploy ai to cut costs, wired finds that 31% of customer service leaders have already reduced headcount, with verizon’s ceo predicting further displacement. consumers are fighting back against these 'sludge' tactics, with 59% expressing frustration and 85% preferring human agents. despite efficiency gains for corporations, the technology is creating new barriers to basic service. this trend signals a potential consumer backlash against low-quality automation.