The future of customer service is here, and it's making customers miserable

Tech Insider
A photo collage of an angry man talking on the phone with a robot
 

Liubomyr Vorona/Getty, PhonlamaiPhoto/Getty, Tyler Le/BI

AI was supposed to revolutionize customer service. Morgan Stanley's interns aren't buying it.

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Call center worker

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'Botshit' is an example of how AI is making customer service worse

Tech Insider : Economy, Economy, Technology
AI robot with customer service headset and speech bubble with poop emoji
Botshit is a term that describes when chatbots spew incorrect information and provide false references to back up inaccurate claims.

Getty Images; Alyssa Powell/BI

Gen Zers are embracing remote and flexible customer service jobs — but the freedom comes at a cost

Tech Insider : Economy
Customer service rep
Young workers are increasingly considering customer service as the perfect "lazy girl job."

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I hung out with a humanoid robot. She seemed flattered and eager to please.

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Engineered Arts' humanoid robot Ameca looking to the side
Engineered Arts' humanoid robot Ameca.

BI

A millennial who went to college in his 30s when his career stalled says his Bachelor's degree is 'worthless' and that he's been looking for a job for 3 years

Tech Insider : Economy, Economy
Daniel Colflesh
A Massachusetts millennial says having a college degree hasn't helped him land a job over the past three years.

Daniel Colflesh

Gen Z hates phone calls, so one $9.7 billion company is pouring money into AI chatbots for customer service

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Max Levchin
Max Levchin, Affirm's CEO, said AI chatbots could save the company money in one to three years.

Getty

Google will now wait on hold for you with customer service — here's how it works

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A man hunched at a table looking at his cell phone, with his hand on his head.
Once a callback is requested, Google will keep you updated via text.

PhotoAlto/Frederic Cirou

A car dealership added an AI chatbot to its site. Then all hell broke loose.

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A car outside a Chevy dealership
A car dealership that just wants to sell you a car, not have it's AI write you a Python script.

Mario Tama / Getty

Working retail for over a decade made me hate everything about the holidays. Here's why.

Tech Insider
Photo of a woman fixing decorations on a Christmas tree that has red bows and colorful ornaments on it. The woman has dark brown hair pulled into a bun and wears a green t-shirt and blue apron. Behind her are displays with Christmas decorations on them.
Author not pictured.

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