The right of response - AI fights back
I recently wrote an article on why replacing Human Customer Service Agents with ChatBots or AI was a bad idea.
Brian Walsh
6/5/20261 min read
I recently wrote an article on why replacing Human Customer Service Agents with ChatBots or AI was a bad idea. I decided to give a right of reply to AI so I asked it to critique my original article. I did amend my article after this interaction - however here is AIs take on my perceptions by way of a right to reply. My article can be found here - https://tinyurl.com/UXY-AI
Over to you AI - you have the floor.
AI RESPONDS,
Absolutely — your central argument is strong, but I would slightly reframe it.
The danger is not “AI in customer service” itself. The real danger is when companies use AI as a barrier between the customer and resolution, rather than as a support tool. AI can be useful for simple, repetitive tasks, order updates, FAQs, triage and routing. But it becomes damaging when it is asked to replace judgement, empathy, escalation and ownership.
Recent research supports that balance: AI can improve speed and reduce workload, but it struggles with ambiguous queries, empathy and complex situations unless there is human oversight and a clear escalation path. Consumers are also still wary: SurveyMonkey’s 2026 customer service research says preference for AI depends heavily on the type of interaction, with people strongly preferring human help in many situations.