In my experience, there are two types of customer service.

One is the type where people are working to actually help the customer and the rep is authorized to take whatever action necessary to accomplish that goal.

The other is the type where the rep has no authority to do anything. They'll endlessly transfer the caller to another rep, make them wait, transfer again, make up excuses for why nothing can be done, and just do what they can to goad the caller into consenting to giving up, absolving the company of having to pay anything or provide any sort of service.

I don't think number one will be replaced by AI. I think number two will be replaced by AI.