Conversational AI in customer service: lessons from early adopters

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Key Takeaways

AI's visible adoption represents only 2.2% of wage value—the hidden exposure is five times larger
Organizations that haven't tested full-workforce AI have no empirical basis for headcount decisions
Tasks, not jobs, are exposed—augmentation often delivers higher ROI than replacement
Premature cuts risk severing hidden dependencies in coordination and compliance roles
The strategic advantage goes to organizations that scale intelligence, not shrink headcount

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