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birdwatchermaarthandam.com -- Salesforce’s aggressive push to automate customer operations has entered a phase of public reckoning after senior executives publicly admitted that the company overestimated AI’s readiness for real-world deployment and moved too quickly in replacing human staff.
According to executives familiar with the transition, automated systems struggled with nuanced issues, escalations, and long-tail customer problems. The result was declining service quality, higher complaint volumes, and internal firefighting to stabilize operations that had once been handled by experienced staff.
According to executives familiar with the transition, automated systems struggled with nuanced issues, escalations, and long-tail customer problems. The result was declining service quality, higher complaint volumes, and internal firefighting to stabilize operations that had once been handled by experienced staff.