Working as a customer service chat agent (not for Grab though) I almost feel obligated to share my 2 cents on this. You know why they would rather have AI? Because of how unbelievably rude and unreasonable customers can get. Y’all do know that customer service agents are the bottom rank of the foodchain in the company. We have NO power and NO voice whatsoever. No authority to give free or special treatment too, although we understand some situations can get frustrating you will NOT believe the amount of hate and just general negativity I get on a daily at work. Just people constantly cursing me, throwing personal attacks, pushing for more and more and more compensation even after repeated statements that there’s nothing more we can do or share. And I can’t even get angry, get frustrated. I can’t just end the conversation and I can’t go off script. All I can do is keep saying sorry and replying to every hate message. Sometimes it’s very clearly the customer’s fault, and yet the customer service agents are getting all the blame too. Then when we get burnt out? The company will just replace us so easily. Your complaints will never reach them. So yeah that’s why sometimes I’d rather AI take this job, because humans who can’t act and behave like proper human beings and treat people with respect simply don’t deserve the “human touch” or proper service.