South Africa, Oct. 29 -- Recently, I was contacted by a marketing company asking, "Was the service you received professional?" The question lingered: What does "professional service" actually mean in an age where AI chatbots handle customer queries and automation promises efficiency at scale?

This seemingly simple question reveals a fundamental tension. As businesses rush to implement AI-driven customer service, many are discovering that efficiency and professionalism are not synonymous, and that removing the human element entirely may undermine the very foundation of what makes service "professional."

Professional service is distinguished by specialised knowledge and expertise, the delivery of intangible solutions, active client engage...