{"id":179668,"date":"2026-01-19T10:25:00","date_gmt":"2026-01-19T15:25:00","guid":{"rendered":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/19\/ai-customer-service-saves-money-but-at-a-cost-to-satisfaction-wral-com\/"},"modified":"2026-01-19T10:55:10","modified_gmt":"2026-01-19T15:55:10","slug":"ai-customer-service-saves-money-but-at-a-cost-to-satisfaction-wral-com","status":"publish","type":"post","link":"https:\/\/testing.news-you-need.com\/index.php\/2026\/01\/19\/ai-customer-service-saves-money-but-at-a-cost-to-satisfaction-wral-com\/","title":{"rendered":"AI customer service saves money, but at a cost to satisfaction :: WRAL.com"},"content":{"rendered":"<p><a href=\"https:\/\/www.wral.com\/business\/technology\/ai-emotion-customer-service-january-2026\/\">AI customer service saves money, but at a cost to satisfaction :: WRAL.com<\/a><\/p>\n<p><a href=\"https:\/\/www.wral.com\/business\/technology\/ai-emotion-customer-service-january-2026\/\">https:\/\/www.wral.com\/business\/technology\/ai-emotion-customer-service-january-2026\/<\/a><\/p>\n<p>Publish Date: <a href=\"publish_date]\">2026-01-19 10:25:00<\/a><\/p>\n<p>Source Domain: <a href=\"www.wral.com\">www.wral.com<\/a><\/p>\n<ul>\n<li>The article discusses the frustrations with AI-powered customer service, highlighting the difficulty of conveying complex human problems to machines.<\/li>\n<li>AI systems lack emotional, contextual, and nuanced understanding, resulting in repeated explanations and poor customer experiences.<\/li>\n<li>AI systems are optimized for structured data efficiency, which creates a gap in capturing unstructured data like human emotions and experiences.<\/li>\n<li>Current call center and enterprise software systems were designed for tasks based on predefined workflows and decision trees, lacking flexibility for unique cases.<\/li>\n<li>Modern data economy needs AI systems to have more contextual, emotional, and longitudinal memory, something current systems don&#8217;t possess.<\/li>\n<li>The current focus on cost reduction in AI deployments limits AI\u2019s potential to genuinely improve the customer experience and satisfaction.<\/li>\n<li>AI customer service struggles because machines are trained to talk fluently before understanding how to remember and appropriately decide, operating within traditional architectures focused on processing rather than listening.<\/li>\n<\/ul>\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI customer service saves money, but at a cost to satisfaction :: WRAL.com https:\/\/www.wral.com\/business\/technology\/ai-emotion-customer-service-january-2026\/ Publish&#8230;<\/p>\n","protected":false},"author":1,"featured_media":179669,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/images.wral.com\/d24e1bb2-eb57-5d3a-be5b-986dac27f212?w=1200&h=630","fifu_image_alt":"","footnotes":""},"categories":[14],"tags":[],"class_list":["post-179668","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence"],"_links":{"self":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/179668"}],"collection":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/comments?post=179668"}],"version-history":[{"count":1,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/179668\/revisions"}],"predecessor-version":[{"id":179670,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/179668\/revisions\/179670"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media\/179669"}],"wp:attachment":[{"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/media?parent=179668"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/categories?post=179668"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/testing.news-you-need.com\/index.php\/wp-json\/wp\/v2\/tags?post=179668"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}