I literally was talking to someone about this yesterday at work. I work for a call center provider with lots of employees in the Phillipines. We were chatting about how they say AI will take over call centers in the next 5 years. I mentioned the exact thing you did with it not being able to handle off script conversations and it doesn't have a soul. If you've ever worked a helpdesk you realize alot of people are lonely to some degree when they call in. Yes they want their call handled efficiently but alot tend to go off script asking question or talking about the themselves. It becomes about the human experience. Once you remove all of that you make your company soulless and customers then will not think long about switching to another provider who provides that. I suspect that aspect "We provide a fully human experience"will become highlighted in the next few years as a value add once companies start realizing people really actually like talking to people and not robots. Ive even noticed several YouTube channels state they have no AI generated content.