A mid-sized e-commerce company implemented a custom-trained AI for customer support, costing €80,000. This led to a significant drop in their Net Promoter Score from 8 to 3 and a decrease in directly resolved cases from 64% to under 25%. Consequently, management decided to lay off one-third of the human support agents, forcing the remaining staff to work overtime to manage the backlog. AI
IMPACT Poorly implemented AI in customer support can degrade customer experience and lead to operational inefficiencies, potentially causing job displacement.
RANK_REASON The item describes the implementation and negative consequences of an AI tool in a business context.
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