It would be great if call centers could be fully automated. I think this would help to eliminate the problem of no-one being available to take calls and reduce the amount of time customers have to wait.
Now, highly specialized technical support requires human knowledge-based support, and we have a reception desk with staff at our call center, but I would like to create an environment where we can respond without people by having AI learn about device information, engineer’s skills, troubleshooting know-how, etc.
I imagine a future where AI listens to customers and, if it determines that there is a high level of urgency, it can support the smooth running of customers' businesses by supplying parts via drone, providing long-term support, or even making suggestions about replacing parts.