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Yes, your service business need AI—there’s no doubt about it. But the next question to consider is how far AI should impact customer service operations. This is where things get tricky. AI chatbots can efficiently handle automated information delivery, but they should not be used for auto-generated messages when dealing with angry or dissatisfied customers. This is the fine line that service industry employees must draw with AI. While we’ve outlined the reasons why service businesses need AI, it’s crucial to remain aware of the challenges that come with it. Balancing AI’s capabilities with the need for human empathy is key. Read on to explore these insights and more. 1. To reduce call wrap times Remember that episode in Friends where Phoebe waits forever for a customer service agent to attend her? Phoebe perfectly captures the agony of customers left hanging. So, what can customer services do when demand is overwhelming? It’s not just phone calls—they’re dealing with live chats, text chats, and more. We can’t blame them, but we can’t leave it like that either, because this is where customer dissatisfaction starts. Fortunately, this problem can be easily solved with AI live calls and chat transcripts. This is precisely