So I believe it actually worse that the article makes it out to be.

Currently AI "solutions" being implemented in places like call centers are often technical solutions attempting to pave over organizational problems. Many IT solutions are like that. We refuse to fix the underlying problems, so we layer software on top, so we won't notice the stupidity below.

IT companies will happily take the money and write the code, broken as it might be, because the real problems aren't actually resolved. That to me is a problem. Companies needs to be way better at saying no, and offer help address the underlying issues instead, even if they aren't technical in nature.