Enthusiastic experts have no doubt at all that artificial intelligence will prevail. But leaving the rose-colored AI glasses aside and assuming the viewpoint of customers and employees, obstacles beyond the technology itself become evident: Currently, there are three problems preventing the widespread acceptance of artificial intelligence.

“Customer service is undergoing changes due to disruptive technologies and digitalization.” CX managers, IT technicians and software architects from the support sector are often confronted with this statement – often followed by the instruction to make the company’s service fit for today’s technological and digital opportunities. But how do technologies improve existing customer service approaches? Where are the opportunities and challenges of the technologies and communication channels in service? And where are the limits of technological progress?