Ethan Mollick predicts AI-driven surge in customer service requests

Ethan Mollick predicted that consumers authorizing AI tools such as Muse and Dot to seek refunds and negotiate deals will overwhelm customer service departments in what he called, “in effect, a perfectly legal distributed denial of service attack.” His post described an anticipated surge, rather than an attack already underway. Mollick said the surge would come when it becomes widely known that these tools can make unlimited requests for old refunds, negotiate deals and handle similar tasks on consumers’ behalf. He attributed the expected volume to authorization by millions of consumers.

Generated by AI from reports · Updated 3 days ago