Nobody wants to wait on hold anymore. But can AI replace customer care?

There was a time when calling customer care almost always meant waiting to speak to a person. Today, that experience looks very different. Whether you are tracking a delayed parcel or reporting a failed payment, chances are your first conversation is with a chatbot or an AI-powered voice assistant. Many routine issues are now resolved without a human ever joining the conversation.For customers, this often means quicker responses and round-the-clock support. For businesses, it promises lower costs and faster service. But the shift goes far beyond convenience.