How companies use AI in customer service: some to serve clients better, and some to find the "breakpoint" at which their service is so bad that a customer quits (Sharon Terlep/Wall Street Journal)

Sharon Terlep / Wall Street Journal:
How companies use AI in customer service: some to serve clients better, and some to find the “breakpoint” at which their service is so bad that a customer quits  —  Technology lets companies see how badly they can treat consumers, right up until the moment they bolt