In early 2024, the frontier of generative (gen) AI in customer service consisted of gen AI assistants helping human agents respond to customer inquiries. In this system, a human agent is monitoring the AI agent and intervening if the AI agent can’t get the job done well. The randomized field experiment ran for 17 days, and it randomly selected 647 customer service workers to take part. If the chat is escalated because of technical reasons—the inquiry is beyond the AI agent’s capabilities—service quality is preserved. Evidence and Action The Evidence Agentic AI can make customer service faster, but speed doesn't always translate into a better customer experience.