Ethan Mollick, a professor at the Wharton School of the University of Pennsylvania, said on X on Sept. 30 that company customer service teams are about to be flooded by AI agents such as Dots and Muse. He said these agents can negotiate better terms for users through voice or text, and that examples of people saving money by handing over that task have already started to appear. In the same thread, Mollick said this type of agent can work through channels built for humans but often too frustrating for humans to fully use, including phone menus, long hold times, repeated back-and-forth with support staff, and trying again after a rejection. He referred to these systems as a newer class of persistent personal agents, using the term Clawlike in his original post. Mollick, whose research focuses on AI, is a professor at Wharton. According to his X profile, his new book, Co-Existence, is scheduled for release on Oct. 20.
Ethan Mollick, a professor at the Wharton School of the University of Pennsylvania, said on X on Sept. 30 that company customer service staff are about to see an influx of AI agents that can bargain on behalf of users through voice or text.
Cases of savings have already started to show up
Mollick wrote: "Every company’s customer service reps are about to be flooded by agents like Dots and Muse, which will negotiate better terms for users via voice or text. Stories of people saving money by handing this work to agents are already starting to appear, and they will only spread further."
The Dots and Muse systems he mentioned are persistent AI agents recently introduced by OpenAI and Meta, respectively.
Agents can handle the friction humans avoid
In the same thread, Mollick said these agents can use channels originally designed for humans but often too high-friction for people to tolerate.
He wrote: "Your personal agent is very willing to work through phone trees, stay on hold, go back and forth with customer service, and try again after getting rejected." He used the term Clawlike in the original post to describe a newer wave of persistent personal agents.
New book scheduled for Oct. 20
Mollick is a Wharton professor whose research focuses on AI. According to his X profile, his new book, Co-Existence, is scheduled to be published on Oct. 20.
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