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Why AI isn’t ready to lead customer service – yet
Companies are embracing AI for its speed and efficiency, but a growing number are learning that replacing the human touch too quickly can come at a cost.
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Language learning platform Duolingo had already been moving to replace some language and content contractors, and customers had been feeling the difference.
ST PHOTO: LIM YAOHUI
Neeta Lachmandas
Follow topic:
- AI has dominated customer experience discussions, overshadowing focus on actual customer needs, trust-building, and employee engagement.
- Some companies faced setbacks due to over-reliance on AI, compromising service quality and customer satisfaction, leading to re-evaluation.
- Responsible AI use augments human capabilities, emphasising the need for understanding AI's limitations and prioritising empathy.
AI generated
I chaired a conference on customer experience in 2024 where leading practitioners from government services and the banking, insurance and healthcare industries were present. What dominated every panel, coffee break and conversation? You guessed it. AI.
It was as though generative artificial intelligence had become the default solution to every problem – the cost of doing business, issues with finding skilled talent, and speed of response.
