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Lessons from 50 years of customer service automation: as AI adoption accelerates and AI agents are poised to function autonomously, human judgment and oversight are essential   by Intelliworx When technology works as intended, it streamlines workflow, automates rote work and boosts productivity. The challenge is that it doesn’t always work as intended.  Sometimes this works out well. For example, the collaboration tool Slack was originally created as an internal communications platform for a gaming company. That focus didn’t take hold in the market, so the company pivoted and the rest is history. At other times, it leads to unintended consequences. This is particularly true for anomalies and corner cases. These are the variety of issues that don’t fit neatly in a spreadsheet and break the binary limitations of traditional computing processes.  Over-reliance on automation in customer service  Customer service is the quintessential example. This function has become highly automated, and […]