Automated customer service handles enquiries without a person in the loop: chat, self-service kiosks, IVR, or a personalised video that answers the question before the customer thinks to ask it.
That last case is the interesting one. A large share of inbound contact is predictable (the first bill, the plan change, the delivery question), and a video generated from the customer's own account answers it at the moment it arises rather than after they queue to ask.
The caveat is that automation is judged on the cases it fails, not the ones it handles. Deflecting eighty percent of routine contact is a strong result, but the remaining twenty percent are people with something unusual, and they arrive at a human already frustrated by whatever they went through first. The escape hatch has to be obvious and early, and it must carry the context rather than starting over.
Measure resolution rather than deflection. A system that stops contact without answering has moved the cost to the customer and hidden it from the metric.