Is AI on the brink of obliterating the customer support industry? Klarna's latest news shows it replaced about 700 jobs. One may wonder, rightfully, what the future of this industry is.

Will AI kill the customer support industry?

https://open.substack.com/pub/ninethirty/p/will-ai-kill-the-customer-support?r=5vojz&utm_medium=ios

Nice article it was an intriguing read! Congrats on actually putting out the first one. Looks like a lot of work went into it 😁

It's a reasonable assumption! and yes, there is a chance for job cuts within this first tier, unfortunately. In some cases, companies will just freeze hiring as they scale. Same can apply to designers. If 1 designer can do the job of 3 with AI, why hire 3?

Appreciate that @etbakare!difficult to get started but once you get the ball rolling… 😄

I just wonder where those people from the reduction would go... it's sad.

It's a harsh statement, but it's also the most realistic one if you're not trying to explore too many different things at once...

I'm not a fan of blogs, but this is a great article!

I suspect the Tier 1 Support will either go through training to solve technical tickets (+1 reason to learn code?) or will work as a second channel if the AGI's support fails (like today's bots) with a reduction on the CS team

I wrote an article about AI and the future of the customer support industry. Would love to hear your thoughts 💭

https://open.substack.com/pub/ninethirty/p/will-ai-kill-the-customer-support?r=5vojz&utm_medium=ios

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