The Cautionary Approach: When AI Isn’t the Solution for Customer Service

As the leader of a voice AI company, I often find myself in a perplexing position—advising potential clients against using our technology. While my sales team might think I’m off my rocker, my experience across various industries has taught me that implementing AI indiscriminately can lead to far more complications than benefits.

Just last month, a law firm reached out with the request to automate their client intake calls using AI. However, upon reviewing their call recordings, I promptly advised against it. The nature of their interactions involved intricate legal inquiries, emotionally charged conversations where clients recounted difficult experiences, and complex eligibility assessments—situations where an AI-driven solution would have undoubtedly faltered.

This scenario isn’t unique; it’s a growing trend as the allure of AI entices businesses to adopt it hastily. The stark truth is that AI excels in specific contexts but can fail dramatically in others.

Before Diving into Voice AI: Are You Ready?

To ensure your organization is prepared for AI integration, consider these three essential criteria:

1. Predictable Patterns in Customer Interactions

In analyzing over 10,000 customer call transcripts from diverse industries, it became evident that many businesses experience repeated variations of the same core interactions, such as appointment scheduling or answering FAQs. When around 80% of your calls adhere to specified patterns, AI becomes a viable option.

Conversely, if your calls are unpredictable—like those at a mental health clinic where each patient’s needs are unique and complex—it’s wise to reconsider. We developed a pattern analysis tool to evaluate call transcripts; if less than 70% of your calls exhibit recognizable patterns, it’s a signal that AI may not be suitable for your needs. Companies in the home services sector have successfully utilized AI, while others, like a B2B software firm, found their call patterns unsuitable for such technology.

2. Established Escalation Protocols

For AI to falter gracefully, it’s crucial to define what “failure” entails. I’ve witnessed companies launch chatbots without clear escalation protocols, resulting in frustrated customers speaking with bots that could not adequately address their needs.

Before rolling out AI, delineate specific circumstances for human intervention—this could include certain phrases or emotional signals. For instance, a dental clinic effectively utilizes AI to transfer calls when patients indicate any pain level above 7/10 or express urgency related to their care