ai-narrative openai customer-support-ai critical-thinking

White-collar AI apocalypse narrative is just another bullshit

martynasm.com

March 23, 2026

3 min read

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44/100

Summary

AI capabilities have advanced from the level of a smart high school student to that of a smart college student in two years. The customer support market has rebounded since mid-2025, approaching pre-COVID levels despite predictions of significant disruption.

Key Takeaways

AI has advanced from the level of a smart high school student to that of a smart college student in the past two years.
The customer support market has rebounded since mid-2025 and is nearing pre-COVID levels, contrary to predictions of widespread job loss due to AI.
Automation projects in customer support can handle 90% of cases, but the remaining 10% require significant human intervention and are often the most time-consuming.
Semi-decidable jobs, which involve both decidable and undecidable cases, dominate the workload and present challenges that AI cannot easily resolve.

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Community Sentiment

Mixed

Positives

The upcoming wave of highly capable AI agents is expected to disrupt traditional business processes, enabling companies to provide better customer service with fewer resources.
AI advancements are poised to transform customer service dynamics, allowing businesses to enhance service quality without the need for extensive hiring.
Technological development is accelerating rapidly, suggesting that the current capabilities of AI are just the beginning of a much larger transformation.

Concerns

There is a concern that while AI will not completely automate customer support, it could still significantly disrupt job markets by automating large portions of tasks.
The analogy of the turkey highlights the potential dangers of complacency in the face of rapid technological change, suggesting that many may not see the risks until it's too late.