There’s something grating about finding out that the customer service representative on the other end of the line is an…
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There’s something grating about finding out that the customer service representative on the other end of the line is an AI agent, not an actual human. And the consequences for companies can be more severe than customers just yelling at bots on the phone. A new poll conducted by an agentic AI firm found that Americans have extremely negative views about the effectiveness of these customer service bots — with four in five saying that "service directly impacts their brand loyalty." Zooming…