AI in Customer Service: The Future is Now?

29 Nov 2025 · 0 min

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Short excerpt from a YouTube video ("AI in Customer Service: The Future is Now?" by Matthew Kelly) describing practical deployment of AI in customer service: roughly 70% of tickets are handled entirely by AI with ~30 second response times; phone interactions include an AI voice fallback; however the team still pays about $20,000/month to an external agency for human agents who call customers to prevent churn because those human calls achieve better responses.

Questions this video answers

Approximately 70%.

About 30 seconds.

Approximately $20,000 per month.

I think, like, 70% of our gorgeous tickets are AI. Fully AI. Response time's like, 30 seconds. We also have an alternated phone number. Like, if you ring, it fucking speaks to you in AI to, like, default you somewhere else. You're a voice. Yeah, but at the same time, we also have. We spend, like, 20 grand a month on this agency that actually calls people to churn, which is real people, so. And the reason we haven't AI'd that is because the response is way better with real people.