The Case Against AI in Customer Service: What Businesses Need to Know Before Implementing

As the founder of a voice AI company, I often find myself urging potential clients not to invest in our technology. This approach may seem counterintuitive to my sales team, but my experiences have taught me that introducing AI into the wrong customer service scenarios can lead to greater challenges instead of solutions.

Recently, we were approached by a law firm that wanted AI to manage client intake calls. After reviewing their call recordings, I realized they weren’t prepared. The nature of their intake involved intricate legal queries, emotionally charged narratives from clients, and multifaceted eligibility assessments—all of which required a level of human empathy and understanding that AI simply cannot replicate. Deploying AI in this context would have created more chaos than clarity.

Sadly, this scenario isn’t uncommon. The current frenzy surrounding AI prompts businesses to feel they must adopt it immediately. However, the truth is that while AI excels in certain applications, it can falter dramatically in others. Before even considering AI for customer interactions, businesses should assess whether they meet the following three critical criteria.

1. Predictable Call Patterns

Based on an analysis of over 10,000 customer service calls across various sectors, I found that in some cases, up to 80% of calls revolved around just five or ten recurring topics, such as appointment scheduling, basic troubleshooting, and frequently asked questions. These consistencies make them ideal candidates for AI assistance.

Conversely, if each call presents a unique scenario, it’s advisable to pause any thoughts of AI integration. For instance, in our evaluation of a mental health clinic, we discovered that every call was distinct, requiring deep emotional engagement and personalized attention—qualities that AI cannot provide effectively.

To assist businesses in this analysis, we developed a tool that examines call transcripts. If you find that fewer than 70% of your calls conform to recognizable patterns, it may be best to hold off on AI until the time is right.

2. Clearly Defined Escalation Triggers

For AI to function smoothly in customer service, it’s essential to determine what constitutes a successful outcome. A glaring example of this occurred when one company deployed a chatbot without establishing clear escalation rules. Consequently, the chatbot continued to engage increasingly frustrated customers who were seeking human assistance, leading to a frustrating experience for all involved.

Prior to implementing AI, businesses should define specific phrases or indicators that necessitate the transfer to a human representative. In one