Ethan Mollick: AI agents will negotiate with customer service at scale
emollick · x · 2026-10-01
Ethan Mollick argues AI agents will take over communication channels built for humans but too friction-heavy for them: agents will happily navigate phone trees, stay on hold, and get rejected then retry. Stories of users delegating negotiations and saving money are going viral, and firms' customer service is about to be overwhelmed by agents bargaining on users' behalf.
Related event: AI Agents Start Calling Customer Service to Haggle for Users(2 posts)→
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