You cannot trust GenAI to do this job, so no, it's not doing this job

Only for the most basic of requests. I have interacted with a fair share of AI front loaded customer service chat portals and they are often misleading, sending outright incorrect info (telling us that the dev team would work on it even when they weren't going to) and I almost always just want to talk to an agent. Yes, it's a good first layer to prevent people who haven't even bothered to read any FAQ or informational pages, but it's not doing real customer service work.

Is it? https://www.forbes.com/sites/quickerbettertech/2025/05/18/bu...

Anything that requires reasoning over data and applying experience, such as technical troubleshooting, is outside of this scope.