5 Myths Holding Customer Service Teams Back
AI in customer service is no longer a future concept. It is already here. Yet many teams remain stuck in legacy workflows and under pressure to do more with less. In Australia, CBA has already begun adopting AI and cutting call centre roles, showing just how fast the shift is happening.
At ProQuest Consulting, we work with service-led organisations across ANZ that face these challenges every day. The biggest blockers we see are not budget, headcount, or technology.
Here are five common myths in customer service we see and how smart teams are moving past them:
✅ Myth 1: “We have to hire more agents to handle more volume.”
When service volumes increase, the default reaction is often, "We need more people." But in a typical six-minute service call, agents spend 75% of that time doing manual research and processes, not actually helping customers.
Many Australian companies turn to offshoring to cut costs. But that only relocates the problem. It does not solve it.
The smarter move is to remove or lessen the manual work. AI tools like Salesforce Agentforce automate case classification, triage, and routing, so human staff can focus on resolving issues faster and more accurately. The question is not whether you need more people. It is whether your existing people have the right support.
✅ Myth 2: “Customers only want to talk to humans.”
People do not always need to speak with a person. What they really want is to get their issue resolved quickly and correctly.
Traditional chatbots struggle with this. They follow rigid scripts and give canned responses. Most of us have experienced the frustration of typing "speak to an agent" just to get past the bot.
AI changes the game. Unlike static chatbots, AI tools understand intent, context, and tone. This means customers get responses that feel relevant and tailored to their actual needs. AI bridges the gap between automation and real understanding, making the experience smoother and far less robotic.
✅ Myth 3: “We don’t need AI, our service is good enough for now.”
Why fix something that is not broken? Because in service, being "good enough" often means just meeting minimum expectations.
Imagine if your customers were not just satisfied but genuinely impressed. The kind of experience that makes them leave glowing reviews, tell friends, and return without hesitation.
That level of loyalty comes from being fast, accurate, and personal in every interaction. AI helps by learning from every previous case and recognising common patterns. It suggests answers even before customers know what to ask. Who would not want an assistant like that?
✅ Myth 4: “AI is only useful for frontline service agents.”
AI is often seen as a tool for chatbots or to help agents respond faster. But that is just one part of the story.
Every team in your organisation can benefit from AI. Sales teams can use AI insights to understand customer behaviour. Operations can forecast demand and shift resources proactively. Leaders can use AI-generated data to spot performance gaps and take action early.
AI does not replace human decision-making. It enhances it. Your people stay in control while AI provides sharper insights and better context.
✅ Myth 5: “AI takes too long to implement. We need results now.”
Many service leaders believe AI will take months to implement and even longer to show value. When you are already under pressure to deliver quick wins, AI can feel like just another big project you do not have time for.
But that does not have to be the case. Some results take time, but you can start with low-effort, high-impact use cases that fit into your current workflow. These quick wins are often enough to reduce response times, clear bottlenecks, and prove value to the team.
AI does not need to be a massive transformation. Start small. Prove its value. Then scale with confidence.
These myths might not always sound like AI problems, but they are. Left unchecked, they delay progress, cost money, and quietly hold your team back while others move ahead.
AI is not here to replace what you do well. It is here to make it even better.
By starting small, choosing the right use cases, and working with partners who understand your service goals, you can unlock the full potential of AI and deliver the kind of experience customers remember.
With Salesforce Agentforce, we help teams deploy fast, focused solutions that reduce handling time, scale without extra headcount, and improve customer experience. From automating case routing to giving agents real-time insights, we work alongside your team to get results that matter.
Ready to move past the myths and see what AI can do for your service operations? Get in touch with us today.
