Should AI handle your customer service? 45 experts weigh in on what works (and what can go horribly wrong)

By Mazi · 3 January 2026 · Let's Talk

Should AI handle your customer service? 45 experts weigh in on what works (and what can go horribly wrong)

AI Customer Service: A Double-Edged Sword?

As AI takes over customer service, 45 experts reveal the shocking truth: what works, what fails, and the devastating consequences of getting it wrong. Will AI revolutionize customer service or lead to a customer service crisis?

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Summary

we asked 45 founders, technologists, legal experts, CMOs, and customer experience leaders about the use of AI in customer service. Here’s a summary of what they told us.