Artificial Intelligence (AI) and Customer Service Operations 

As someone in tech support, about 60-70% of the tickets we receive are pretty straightforward and can be easily handled by AI engines. I believe AI has a huge potential in this field. But as a customer, I personally do not prefer to interact with AI when I have an issue. I have never got a satisfying answer from AI chatbots. Hope it improves in the coming days. But one thing I'm strongly against is that companies with automatic responses or AI engines making it harder and harder for customers to reach out to a live agent. They make us wait 10-15 mins clicking multiple options before directing us to a live agent.