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I'd be curious to read up about that sort of thing. My assumption is that the vast majority of customer service issues fall into the category of being pretty routine. So it's just a fact that paying a person to handle those may be phased out in time. Some human involvement will always be necessary for things requiring actual judgment, so that part of customer service will probably survive.
Some human interaction/involvement will always be necessary but the number of humans required will likely be cut down drastically