https://finance.yahoo.com/news/wayfair-ceo-ai-is-helping-our-human-customer-service-agents-outperform-150525709.html CEO said the AI is outperforming the customer service agents. They have removed the phone number from the site, and directing customers to chat. Very soon customers will be chatting with AI. If you work in customer service be very aware of what they are up to.
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Its all starting to make sense now. 2 managers in my dept have quit in the past few days. L4 quit on Friday and L3 today. Management must know whats coming and getting out while they can. Scary times for sure.