If you’re hiring for a customer service position, you really only need to list three qualifications:
The ability to communicate.
The ability to listen.
The ability to think and solve problems.
These are also listed in order of increasing importance.
As the question shifts from asking Siri where the closest place to get a coffee is to issues that are much more nuanced, conversation becomes the best means of production.
It’s our job to listen to our customers and figure out ways to solve their problems based on what they’re saying.
If we can’t do this or won’t do this, don’t be surprised if we’re replaced by kiosks.