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Professor Wharton Morik: AI agents will flood enterprise customer service, saving users money
Wharton Business School professor Morik (Ethan Mollick) said on X on September 30 that customer service personnel at companies will soon be overwhelmed by AI agents. These agents will negotiate on behalf of users using voice or text to secure better terms. He noted that cases in which money is saved by delegating such negotiations to agents have already begun to appear.
Morik: Money-saving cases are starting to show up—and will spread even more
Morik wrote: “The customer service staff at every company is about to be overwhelmed by agents like Dots and Muse. They will talk with users via voice or text to get better terms. By handing this kind of thing to an agent, the stories of money saved have already started—and will only become more popular.”
Dots and Muse, which he mentioned, are persistent AI agents recently launched by OpenAI and Meta, respectively. They were previously compared in terms of differences and which one is available in Taiwan.
Agents are willing to go through the processes humans find troublesome
In a further note in the same thread, Morik said that these agents can use channels originally designed for humans, but that are too friction-filled for people. He wrote: “Your personal agent would be happy to go through the phone voice menu, keep waiting, or negotiate back and forth with customer service—try again after being rejected.” (The term he used in his original text is Clawlike, referring to the currently popular type of persistent personal agent.)
Morik’s new book to be published on October 20
Morik is a professor at the Wharton Business School of the University of Pennsylvania, and his research focuses on AI. According to his personal bio on X, his new book, Co-Existence, is scheduled to be published on October 20.
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Professor Wharton Morik: AI agents will flood enterprise customer service, saving users money
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Professor Wharton Morik: AI agents will flood enterprise customer service, saving users money
Wharton Business School professor Morik (Ethan Mollick) said on X on September 30 that customer service personnel at companies will soon be overwhelmed by AI agents. These agents will negotiate on behalf of users using voice or text to secure better terms. He noted that cases in which money is saved by delegating such negotiations to agents have already begun to appear.
Morik: Money-saving cases are starting to show up—and will spread even more
Morik wrote: “The customer service staff at every company is about to be overwhelmed by agents like Dots and Muse. They will talk with users via voice or text to get better terms. By handing this kind of thing to an agent, the stories of money saved have already started—and will only become more popular.”
Dots and Muse, which he mentioned, are persistent AI agents recently launched by OpenAI and Meta, respectively. They were previously compared in terms of differences and which one is available in Taiwan.
Agents are willing to go through the processes humans find troublesome
In a further note in the same thread, Morik said that these agents can use channels originally designed for humans, but that are too friction-filled for people. He wrote: “Your personal agent would be happy to go through the phone voice menu, keep waiting, or negotiate back and forth with customer service—try again after being rejected.” (The term he used in his original text is Clawlike, referring to the currently popular type of persistent personal agent.)
Morik’s new book to be published on October 20
Morik is a professor at the Wharton Business School of the University of Pennsylvania, and his research focuses on AI. According to his personal bio on X, his new book, Co-Existence, is scheduled to be published on October 20.
This article
Professor Wharton Morik: AI agents will flood enterprise customer service, saving users money
First appeared at .
