That example is just honestly not being a tool and implementing AI in the wrong area more as a way to cut costs rather than improving the customer journey or helping your people be face to face more with clients. Those are the ones following the snake oilOn the other hand - The second mouse gets the cheese.
There a currently hundreds of small/micro businesses being FOMOd or excited into shoehorning AI into everything - some of which whom will adapt and win, others will be destroyed by their enthusiasm.
I can instantly identify 2 businesses who I have already stopped using, because they replaced real, human interaction with AI (both still promote themselves as 'friendly family businesses').
On a bigger scale, witness the dot.com bubble 2001 - 80% of the big players disappeared - most of the big names remaining were supplying to the internet, not through it.
The internet didn't blink, but the early adopters suffered.
