Digital transformation
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I Tested 5 AI Customer Service Agents With the Same Complex Billing Issue – None Escalated Correctly
None Escalated Correctly – AI customer service systems systematically fail to escalate complex issues to humans, creating frustration and eroding trust. Key Data Points: Last week I tested a billing discrepancy on subscriptions. Same issue. Five different AI chatbots. Different platforms. All claimed they could help. Not one correctly escalated to a human. This isn’t