I had to go to an xfinity store the other day, and seeing the things people come in for made me realize why AI is attractive to companies. The four or five people in front of me did not need a human in the loop for their issue. If these people could go to xfinity.com and ask some bot where they can find their bill, how much they owe, or if their internet is down, xfinity employees could focus on actually selling things. I imagine it's basically the same for every customer service.