AI didn’t reduce the work, it forced us to redesign it

We introduced an AI agent into a client’s customer experience workflow, expecting one thing: less work. That’s not exactly what happened. The volume dropped. Response times improved. Support agents were no longer buried under hundreds of tickets a day. But the work didn’t disappear. It changed, and more importantly, it exposed parts of the system […] The post AI didn’t reduce the work, it forced us to redesign it appeared first on e27.