With advances in AI you would've thought the priority would be on automating as much as possible of the non-human facing work and double-down on meaningful customer relationships - but no.

It is just to get hold of the process and make it impossible to go away from them. Then they will jack up the prices like we've never seen. Then it will be "people are actually cheaper why are we using them?" - can't move off the platform, they own our IP even though they said they wouldn't but they updated their ToS without us noticing last month and here we are.

AI customer support is trash and everyone hates it , but it makes the Wall St numbers go up, so it's a good thing.

Their secret is that they have hoards of fake AI Customers who will call into their client's AI Customer Support and respond to surveys saying they were extremely happy with the support, so the client has to pay for perfect simulated outcomes.