[mort96]

I'm not talking about a customer arguing that they deserve warranty. I mean if the human CS agent misunderstands the problem, the customer can explain the problem better and try to make the human CS agent understand. If the "AI" CS agent misunderstands the problem, there is no recourse.

[nottorp]

Not to mention when you have a problem the AI hasn't been trained for.

With humans you have a chance to escalate. With a chatbot, you might as well take your business somewhere else.

[andai]

These things already exist (primitive form) and most of them already have the option to escalate.

It's usually well hidden though, to save money.