Rethinking AI in Customer Service: Is It Right for Your Business?

As the founder of a voice AI company, I regularly find myself in a peculiar position: advising potential clients not to incorporate our technology into their operations. While my sales team might think I’ve lost my mind, my experience with various businesses has taught me an important lesson—forcing AI into situations ill-suited for its capabilities often leads to more complications than solutions.

Take, for instance, a law firm that contacted us last month, eager to utilize AI for their client intake calls. After reviewing their call recordings, it became clear that the intricacies of their intake process—filled with nuanced legal queries, clients recounting emotional and traumatic experiences, and multifaceted eligibility assessments—were not a fit for automation. An AI attempting to manage these calls would likely end in disaster.

This trend occurs more often than you might think. The surge of excitement surrounding AI has led countless businesses to believe they must adopt it immediately, often overlooking the reality that while AI excels in specific scenarios, it can falter dramatically in others.

Before even considering voice AI for your customer service, ensure your organization meets these three essential criteria:

1. Your Calls Follow Predictable Patterns

Our analysis of over 10,000 customer call transcripts across various sectors revealed that some businesses have as much as 80% of their calls revolving around the same five to ten topics—appointment scheduling, frequently asked questions, status updates, and basic troubleshooting. These repetitive patterns present an ideal opportunity for AI implementation.

However, if your calls vary significantly, it might be best to stop and reconsider. For example, a mental health clinic we evaluated faced unique calls where each patient presented a distinct and complex situation. Here, the need for empathy and attentive listening was paramount, and AI would have hindered the process rather than enhanced it.

To assist businesses in identifying these patterns, we have developed a tool that reviews call transcripts. If fewer than 70% of your calls exhibit recognizable patterns, it’s a strong indication that AI might not be ready for your needs. For instance, one home services provider found that 85% of their calls were simply booking appointments, making them excellent candidates for AI. In contrast, a B2B software firm discovered only 30% of their calls adhered to any kind of pattern, indicating a greater need for human agents.

2. Clear Escalation Triggers Are Essential

AI thrives only when it