CNBC analysis indicates that artificial intelligence (AI) is profoundly transforming the customer service industry. On one hand, AI tools assist customer service representatives with routine tasks, allowing them to focus more on complex issues requiring human judgment, empathy, and experience. For instance, Kaylee Harris of a credit card company stated that AI enables her to pay more attention to each customer. On the other hand, AI also presents new challenges, such as frequently erroneous AI-generated notes, which force customer service representatives to re-record information or escalate all complex cases to human agents, exacerbating burnout. A report by MaxContact shows that over half of UK contact center decision-makers believe customer service workloads have increased. Amanda Jones of King's College London warns that AI could intensify customer service work, as human agents will handle more high-difficulty interactions and may lose opportunities to gain experience through simpler tasks. Nevertheless, CEOs of companies like PolyAI still believe AI has the potential to improve both customer and employee experiences, while UK telecommunications company Virgin Media O2 and customer experience company ArvatoConnect are actively deploying AI to enhance efficiency.