AI is poised to significantly impact the nature of customer service work, but not in a purely negative way. Customer service teams are already under immense pressure and often struggle to provide excellent experiences due to the high volume of questions they need to answer. However, with the latest AI models, it's feasible that 50%+ of questions can be accurately and immediately answered, freeing up customer service reps to focus on more complex issues and providing a better overall experience for customers. This shift could lead to smaller teams, more interesting and rewarding jobs, and even new types of roles emerging as companies design, orchestrate, and analyze the customer experience that blends AI and human interaction.