customer service departments will not employ humans. Those issues are handled by the agent.
To be honest it already feels that way. Big companies have procedures and people working in customer service don't dare to deviate from them, even if it means abandoning all good will, logic, decency and leaving customer unhappy. AI agents might actually be an improvement.
Indeed it is the way things are going already. We are only going to see it advance in the future. Fortunately, the technology should get better so the answers you required will be available.