The problem with almost all call centers is that their "agents" aren't given any agency. They can attempt to convince you that your bill is actually correct, or escalade our issue to technical support, which may or may not get back to you. I don't see how any amount of AI will fix the complete lack of trust that many companies seems to have in their agents, regardless of them being software or humans.

Most modern call centers / support is completely pointless and almost nothing would be lost by not having them. This is assuming that you'd provide just a half decent self service and have actual information available, written in a clear, easy to read, language.

I prefer neither