Implementing AI in customer service fundamentally reshapes the workload and roles of human agents, typically positively. AI takes over repetitive, routine tasks, allowing human agents to focus on more complex, nuanced customer issues that require empathy, creative problem-solving, and a human touch. This shift can lead to more fulfilling work for agents and opportunities for skill development. Additionally, AI provides valuable insights and data analysis, helping agents to understand customer needs better and improve the overall quality of service they provide.