The prediction’s explicit timeframe is within roughly 2–3 years of September 2024, i.e. by about September 2026–September 2027. As of today (30 November 2025), that window has not yet elapsed, so it is too early to say definitively whether it will prove right or wrong.

Current evidence shows strong adoption of AI tools in contact centers, but not the outcome described (“all the level one customer support is going to get replaced by AI”):

• A 2025 Calabrio “State of the Contact Center” report finds 98% of contact centers are using some form of AI, mostly chatbots/voicebots and analytics, but describes AI as an add‑on to human agents and focuses on challenges balancing automation with human empathy, not wholesale replacement of front‑line staff. (businesswire.com)
• The Emerge Haus AI Atlas notes that as of 2024 fewer than 1% of organizations are piloting fully autonomous AI agents that handle live customer calls, with broader Level‑3 (autonomous agent) adoption projected only to start inflecting around 2025–2027. Even their aggressive forecast for 2027 is that perhaps ~50% of major call centers will use AI agents for some call types, implying substantial human involvement remains. (emerge.haus)
• A KPMG-based analysis of large U.S. firms reports that only about 11% have deployed AI agents at scale in customer service, and emphasizes that “human call agents remain the backbone” of support operations, with the vast majority of interactions still handled by people. (dinocajic.com)
• Broader enterprise surveys find that agentic AI adoption significantly lags the hype: Gartner-style projections put major AI resolution rates (e.g., ~80% of customer service issues handled by AI) closer to 2029, and note that most organizations still insist on human oversight. (itpro.com)
• A Goldman Sachs banker survey indicates only about 10% of firms have cut jobs due to AI so far, though many expect customer-support roles to be among the most affected in coming years—evidence of early impact but not mass replacement yet. (businessinsider.com)

So as of late 2025, level‑one call center work has not been “essentially all” replaced by AI; humans still handle a large share of first‑line interactions. However, because the prediction allows until roughly 2026–2027, there is still time for further adoption and job displacement. Given that the deadline has not passed and the trajectory could still change, the status of the prediction is best classified as **“inconclusive (too early)” rather than clearly right or wrong.