Why Not Every Business Should Embrace AI for Customer Service

As the founder of a voice AI company, I often find myself in a unique position—advising potential clients against adopting our AI solutions. While my sales team may view this approach as unconventional, my experiences have shown that hastily integrating AI into customer service can lead to more issues than benefits.

Just last month, a law firm reached out with the intent of automating their client intake calls through AI. However, after reviewing their intake process—which involved intricate legal inquiries, patients sharing sensitive experiences, and detailed eligibility criteria—I advised them that they were not prepared for such a transition. Utilizing AI in that context could have been catastrophic.

This scenario is not as rare as one might think. The excitement surrounding AI has led many businesses to believe that they need to adopt it immediately. However, AI excels in specific applications while faltering in others. Here are three critical criteria your business should evaluate before considering voice AI:

1. Predictability in Call Patterns

In examining over 10,000 customer calls across various sectors, I discovered that in some businesses, a staggering 80% of calls are variations on the same few discussions—ranging from appointment scheduling to basic troubleshooting. These repetitive interactions are ideal for AI handling.

Conversely, if your calls diverge significantly in content and complexity, it’s advisable to reconsider. For instance, we assessed a mental health clinic where no two conversations were alike. Each patient had unique, personal stories that required empathy and active listening. An AI system in such a setting would likely be more harmful than helpful.

To assist with this analysis, we developed a pattern recognition tool that reviews call transcripts. If fewer than 70% of your calls exhibit recognizable patterns, it may not yet be time for AI.

2. Defined Escalation Triggers

Implementing AI without well-defined escalation protocols can result in frustrating customer interactions. I witnessed one company deploy a chatbot that lacked these triggers. The bot desperately attempted to assist increasingly exasperated customers who simply wanted to converse with a manager.

Before integrating AI, it’s essential to outline clear scenarios for human intervention. Consider specific phrases or emotional cues that should trigger a handoff to human agents. A dental clinic we partnered with transfers calls immediately when patients mention high pain levels or insurance complications, ensuring that urgent matters are prioritized.

Remember, escalation processes are critical and should be a foundational aspect of your AI strategy. Initial aggressive escalation rules can