Most of this AI stuff is sorely lacking a "feedback loop" If you aren't collecting data on angry/ unhelped customers... you are just flushing your business down the drain

Also maybe it is just me... but I would never call customer service unless i have already exhausted all self help options, meaning i need a real human who can poke into the database or whatever to fix a real edge case problem, who did the calculations to decide these power users (best customers?) can all just die?