The newest AI Agents are much more advanced that "FAQ bots", they kind of have hybrid deterministic and non-deterministic flows in how they handle customer requests, depending on the request.
Some companies set them up exactly as you describe, they handle the low effort, easy to solve issues and then escalate to a human for "bigger" things. There is still a lot of value in that process as now maybe 76% of your customer requests are solved without human intervention and the humans agents can focus on the more meatier requests.
Some companies do not though, I know of Airlines using AI Agents with full flight re-booking flows happening end to end with no human intervention and its working well.
I think AI Customer Service Agents have already moved beyond what you yourself have personally witnessed.
Some companies set them up exactly as you describe, they handle the low effort, easy to solve issues and then escalate to a human for "bigger" things. There is still a lot of value in that process as now maybe 76% of your customer requests are solved without human intervention and the humans agents can focus on the more meatier requests.
Some companies do not though, I know of Airlines using AI Agents with full flight re-booking flows happening end to end with no human intervention and its working well.
I think AI Customer Service Agents have already moved beyond what you yourself have personally witnessed.