I work for a company that is “all in” on AI. And offshoring. But AI is unlikely to provide second or third level support for complex and poorly documented software that operates at the intersection of legislation and rule making.
Add to that, customers who are licensed in their field but cannot comprehend that software implementation of paper forms requires the same inputs generally, much less explain their objective…
Also, the implementations I’ve been presented with as a consumer have been hot garbage.
The front line folks who exist primarily so customers can yell at someone might be in trouble. But companies who put their people in that position are shit anyway.