AI cuts Klarity's support staff 80% — and satisfaction went UP
a wired investigation into chatbot customer service finds that 59% of consumers are frustrated with ai agents and 31% of companies are cutting headcount because of it.
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.