The Rise of AI in Customer Service: What 2028 Could Look Like
Giant screens flash, crowds move fast, and somewhere in the middle of it all, most customer support is no longer human. By 2028, experts say nearly 7 out of 10 customer interactions could be run by AI.
Why This Matters in NYC
Whether it’s a small shop near Broadway or a fintech office in Manhattan, AI is starting to change how businesses talk to people:
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Instant help. Need a ticket? A room? A quick answer? AI can handle it on the spot no waiting.
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24/7 support. Tourists don’t follow business hours, and AI doesn’t sleep.
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Smooth human backup. When things get tricky or personal, the AI hands you over to a real person who can handle it.
What NYC Businesses Should Do Right Now
If you run a business in this city, don’t wait until 2028 shows up at your door:
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Map out the customer journey. Figure out where AI can take over like showtimes, hotel bookings, inventory checks, or dinner reservations.
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Pick smart AI systems. Go for tools that don’t just answer questions but finish tasks.
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Keep humans in the loop. When emotions or complexity come in, people still matter.
The Big Hurdles
AI isn’t magic. It comes with its own mess:
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Be upfront. Tell customers when they’re talking to a machine.
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Protect the data. Privacy isn’t optional; lock it down.
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Stay human. Even with all this tech, 96% of business leaders still say personal connection is what keeps customers coming back.
Looking Ahead
By 2028, AI won’t be some futuristic idea. It’ll just be part of the city, like the lights of Times Square or the rush of the subway. Businesses that start blending AI with human touch now will have the edge.
If this hits home for you, I can shape a version just for Times Square Reporter with NYC stories, real examples, and visuals that make it pop.
🔗 Read the full blog: AI – Autonomous Customer Interactions (2028) by Agami Technologies
