Why Most Businesses Should Reconsider Using AI for Customer Service

As the founder of a voice AI company, I often find myself in the unusual position of advising potential clients against purchasing our services. My sales team may think I’m off my rocker, but after collaborating with a myriad of organizations to integrate AI solutions, I’ve discovered that misapplying this technology can lead to more complications than benefits.

Recently, a law firm reached out to us with the intention of deploying AI for client intake calls. However, after reviewing their call recordings, I had to tell them they weren’t quite ready for such an implementation. Their intake process involved nuanced legal inquiries, overwhelmed clients recounting sensitive experiences, and intricate eligibility evaluations—scenarios where AI would likely falter.

Such instances are more common than you might imagine. The excitement surrounding AI has led numerous businesses to believe that they need to adopt it immediately. The harsh truth is that while AI excels in particular areas, it can be a dismal failure in others.

Before considering voice AI for your business, you must meet these three essential criteria:

1. Consistent Call Patterns

In my analysis of over 10,000 customer service calls across various sectors, I found that some businesses experience up to 80% of calls revolving around just a handful of recurring conversations—appointment scheduling, FAQs, basic troubleshooting, and status checks. These predictable interactions are ideal for AI automation.

However, if your calls are diverse and tailored to individual circumstances, proceed with caution. For instance, when we analyzed a mental health clinic’s call patterns, we found that every interaction was distinct, requiring deep empathy and attentive listening. Introducing AI into this environment could have been detrimental.

To determine if your calls follow defined patterns, we’ve developed a unique tool that assesses call transcripts. If fewer than 70% of your interactions can be categorized into recognizable patterns, AI might not be your best solution. A home services company discovered that 85% of its calls were simply for booking appointments, making them a prime candidate for AI, while a B2B software provider found that just 30% of their calls were patterned, indicating a need for human agents.

2. Defined Escalation Protocols

The effectiveness of AI is only as good as your understanding of failure in customer interactions. I once witnessed a company deploy a chatbot without any escalation guidelines. The bot repeatedly attempted to assist frustrated customers who were clearly asking for human intervention, leading to a poor experience.

Before rolling