The AI customer service market is correcting, not replacing humans. What changed, what customers accept, and what a platform like Mihu AI shows.
The AI customer service market is living through its first honest correction. Three years of "replace your agents with a bot" pitches produced one famous case study, one famous walk-back, and a research record that now points somewhere more interesting: not fewer humans, but different tools. The money has moved from chat widgets to voice agents, the buying criterion has moved from cost per contact to quality per conversation, and the vendors worth watching are the ones building testing and supervision into the product rather than promising magic. This article maps that shift with sourced numbers, then walks through one platform in detail, Mihu AI, to show what the current generation of tools actually looks like from the inside. One disclosure before we start, because it changes how you should read the second half: I worked with the Mihu team for a short period. That makes me informed and it…