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I never said whether I believed it or not, simply that the aim of it by its creators, is to not reduce headcount. They wouldn't necessarily remain agents but could be re-deployed elsewhere in a business.

I work in providing Contact Centre and Customer Service solutions and one of the solutions we partner with has some mental features. Basically, it analyses all phone calls, chats, e-mails etc into the centre and understands the intent and categorises them (forgot password, change of address...