Do we really need artificial intelligence instead of phonelines? – The Irish Times
Do we really need artificial intelligence instead of phonelines? – The Irish Times
Publish Date: 2026-02-12 01:00:00
Source Domain: www.irishtimes.com
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Shift to AI Support: Odeon has eliminated phone support for guest queries, replacing it with a robotic voice and directing users to live chat or social media for assistance.
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Frustration with AI: The use of AI chatbots is seen as frustrating, particularly when they fail to provide adequate human-like communication, highlighting broader frustrations with AI-driven customer service.
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AI as a Cost-Cutting Measure: Businesses are increasingly adopting AI to cut costs and project an image of innovation, often without carefully considering the actual benefits to customers.
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AI Overuse as a Trend: The AI boom is driven in part by a trend of over-implementing AI technologies without proper innovation or necessity, evidenced by examples like the Personal AI Barista.
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Impact on Customer Service: AI implementations, especially in customer service, can leave older generations struggling, preferring traditional methods like phone calls over navigating AI systems.
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Climate Concerns: AI contributes to climate change, overlooked in the trend of widespread adoption for efficiency and scalability.
