This week, AI agents became a bigger part of customer service. Companies are testing tools that let AI act like customers. For example, Google’s ‘Ask for Me’ lets users send AI to call businesses and ask questions. This could help people avoid waiting on hold. Walmart announced plans to use AI ‘super agents’ to handle customer issues faster and better. Experts say these changes are part of a trend where machine customers (AI acting for humans) will become common. By 2030, 15-20% of revenue might come from these AI customers.

In the U.S., a new bill aims to protect jobs and consumers. It would require companies to tell customers if they’re talking to AI and where call centers are located. Customers could also ask to speak to a U.S.-based human. The bill also tracks job losses from AI and stops companies that offshore jobs from getting federal money. The Communications Workers of America supports this, saying AI and offshoring hurt workers and service quality.

Researchers at Carnegie Mellon University found AI chatbots often sound confident even when wrong. This could trick users into trusting bad advice, especially in areas like customer support. For example, a chatbot might confidently give incorrect steps to fix a problem. This highlights the need for better AI training to avoid mistakes.

Companies face tough choices. They can either work with AI customers or risk losing to competitors. Gartner warns that refusing AI could hurt businesses, as younger customers prefer using AI for service issues. However, some companies might still block AI calls, like the IRS did with early bots in 2010.

The future of customer service will mix human and AI. While AI offers speed and convenience, humans are still needed for complex issues. The U.S. bill shows growing concern about AI’s impact on jobs and privacy. As AI improves, businesses must balance innovation with protecting workers and customers.