AI is going to be everywhere if we like it or not.
Where I work AI now now handles about 50% of support questions that arrive by mail or chat. It has taken away a good deal of the more routine question which were, frankly, driving those answering nuts due to the repetitiveness, plus, as the system runs 24-7, those helped by the AI also benefit from instant replies.
Fine tuning and optimizing the AI has brought new tasks to doing support, only it isn't a big job in the day to day operations - getting it up and running however took some doing as we were sort of early adopters. It is a total win for the company, for employees and customers the back is a mixed one.
I see good and bad in AI, but there is no putting back the genie in its bottle. The AI Santa described in the article, that is not progress.