This week brought major shifts in how companies use AI for customer service. New research shows half of businesses changed their minds about replacing human workers with AI by 2027. Customers want real people to help them - 51% trust humans most compared to just 7% trusting AI.

Klarna made big news by bringing back human workers after firing 700 people for AI chatbots last year. Their spokesperson said "AI gives speed, humans give empathy" when explaining why both are needed.

Experts warn many companies underestimated AI costs and customer anger about not reaching humans. While some entry-level jobs might disappear, most businesses now plan hybrid human-AI teams instead of full replacement.