AI Support Agents and Regulatory Changes Impacting Customer Service

This chapter explores the use of AI in customer service to reduce staff requirements, along with instances where companies opt for AI support agents over human support staff. It also discusses the implications of regulatory changes on companies like Microsoft, particularly regarding team bundles and potential cost increases for customers. Additionally, the chapter highlights issues with using Microsoft Teams for calls compared to Slack, recommending more reliable wired connections for improved audio-video synchronization.