Replacing Human Roles in the Customer Service Sector: A Critical Performance Analysis.
High expectations vs. mixed early results. The hype is undeniable, but the bottom line is bleeding. Since 2023, Generative AI pilot programs have flooded the market, yet only a fraction survive.
Based on 2017 Google research they called "Attention Is All You Need". These are next-word prediction engines, not "understanding" engines.
Systems prioritize relevance over truth. This leads to fabricated facts in critical customer service contexts.
Vendor solutions show a **67% success rate**, while internal builds struggle at **33%** due to technical debt.
ROI is highest when companies solve one specific "pain point" rather than over-generalizing AI.
AI chatbots performing the workload of 800 human employees.
Success rate for specialized vendor AI tools vs internal builds.
Of companies regret replacing humans due to plummeting customer satisfaction.
Staff must manually verify AI output to prevent hallucinations, often creating more work than they save.
In clinical settings, AI has failed basic tests—unable to differentiate between a Doctor and a Patient.
Drive-Thru AI added bacon to ice cream. Project scrapped due to fundamental reliability errors.
Voice AI failure across 500 stores. Reliability issues forced a complete strategy re-evaluation.
"Wait for better architecture. Do not rush into the 'Peak of Inflated Expectations' without a safety net."
"Focus on reliability. Only 'true' value-creation AI will survive the coming Dotcom-style bubble burst."