Your customer service representative would like to speak to a human

Customer service workers are increasingly encountering AI agents on the other end of the line, as consumers use AI to call service lines, wait on hold, and negotiate bills or cancel subscriptions. Tools like Meta's Muse and Instinct are making it easier for consumers to deploy AI for such tasks. This trend has created a strange dynamic where human representatives may find themselves wondering if the "customer" is actually a robot. The use of AI agents is seen as a time-saver and a way to give corporations a taste of their own medicine.

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