This week brought important developments in how artificial intelligence is changing customer service around the world. The United States government proposed new rules requiring companies to keep more customer service jobs at home instead of overseas, though many companies plan to use AI agents instead of hiring more people. A new study found that 81% of customer service teams still use AI tools that don't work well together, which slows down their work. On the positive side, research shows that 59% of customers actually like talking to AI when it can solve their problem quickly. However, companies are struggling to get AI right – most people still need to talk to a human to finish their problems. The global AI customer service market is growing fast, reaching $15.12 billion in 2026 and expected to hit nearly $48 billion by 2030. The big challenge this week is clear: companies are adding AI tools quickly, but they are not connecting them properly or measuring if they really help customers.