I’d say at best it’s an upgrade to scripted customer service. A lot of the scripted ones are slower than AI and often have stronger accented people making it more difficult for the customer to understand the script entry being read back to them, leading to more frustration.

If your problem falls outside the realm of the script, I just hope it recognises the script isn’t solving the issue and redirects you to a human. Oftentimes I’ve noticed chatgpt not learning from the current conversation (if you ask it about this it will say that it does not do this). In this scenario it just regurgitates the same 3 scripts back to me when I tell it it’s wrong. In my scenario this isn’t so bad as I can just turn to a search engine but in a customer service scenario this would be extremely frustrating.