On one hand, yes, anonymous sources can say whatever they want.

But they are referring to call centers when it comes to savings: I don't know if half billion USD is real, but I wouldn't be surprised if it would be close to reality. The problems call centers face are usually about a handful of topics, and if an agent doesn't know something that another agent does, that can very frustrating for everyone, especially for the caller.

It was meant for AI, and I am very much waiting for my ISP to fire all their call center helpdesk agents, and have AI, so I can get real help when they mess up my connection in their datacenter.

Of course, there is a small percentage of cases when a real human touch is mandatory - those problems will remain unsolved unfortunately.