{
  "id": 2212849,
  "title": "The true cost of AI customer service is customer loyalty",
  "url": "https://urgent.news/2026/08/20/the-true-cost-of-ai-customer-service-is-customer-loyalty",
  "topic": "ai",
  "section": "AI",
  "published": "2026-08-20T19:31:20.000Z",
  "source": {
    "name": "Quartz",
    "slug": "quartz",
    "url": "https://qz.com/the-true-cost-of-ai-customer-service-is-customer-loyalty"
  },
  "original_language": "en",
  "account": null,
  "summary": "AI can lower customer service costs, but businesses risk losing loyalty when automation replaces the human connection that builds lasting relationships.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}