This sounds to me like something that's better solved by RAG than by an AI manned call center.

Let's use Zuck's example, the lost password. Surely that's better solved with a form where you type things, such as your email address. If the problem is navigation, all we need to do is hook up a generative chat bot to the search function of the already existing knowledge site. Then you can ask it how to reset your password, and it'll send you to the form and write up instructions. The equivalent over a phone call sounds worse than this to me.

I think Zuck is wrong that 90% of the problems people would call in for can easily be solved by an AI. I was stuck in a limbo with Instagram for about 18 months, where I was banned for no clear reason, there was no obvious way to contact them about it, and once I did find a way, we proceeded with a weird dance where I provided ID verification, they unbanned me, and then they rebanned me, and this happened a total of 4 times before the unban process actually worked. I don't see any AI agent solving this; the cause was obviously process and/or technical problems at Meta. This is the only thing I ever wanted to call Meta for.

And there is another big class of issue that people want to call any consumer-facing business for, which AI can't solve: loneliness. The person is retired and lives alone and just wants to talk to someone for 20 minutes, and uses a minor customer service request as a justification. This happens all the time. Actually an AI can address this problem, but it's probably not the same agent we would build for solving customer requests, and I say address rather than solve as AI will not solve society's loneliness epidemic.