The second-order effect of AI agents: customer experience driven to zero
GabGarrett · x · 2026-09-22
A circulating take on the second-order effect of AI agents: once customer service is fully farmed out to AI, everything companies currently offer to appease angry customers or reward loyal ones will disappear — every nice thing farmed to zero.
Gab Garrett extends the point: soon it will be impossible to reach a human when things go really wrong, and every business will need an "emergency human hotline" for the few customers in bad enough shape to still call support.
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