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The Robot Wanted a Human: Why AI Customer Service Is Backfiring (and How to Fix It)
October 20th, 2026
80.6% of customers think AI customer service is about saving money. Klarna walked it back, and California's AB 1609 now requires a human. Here are 3 rules for using an AI receptionist the right way.
By Brian Nichols
ab 1609, ai customer service, ai receptionist, containment rate, klarna ai