Why Many Businesses Should Think Twice About Implementing AI for Customer Service

In the ever-evolving landscape of technology, Artificial Intelligence (AI) is often touted as a game-changer for businesses, especially in customer service. However, as someone who runs a voice AI company, I frequently find myself advising clients to reconsider their enthusiasm for this technology. My sales team might think this approach is counterproductive, but my extensive experience across numerous sectors has shown me that hastily adopting AI can lead to more challenges than solutions.

Recently, a law firm approached us with the intention of using AI to manage client intake calls. After reviewing their process, I realized that they were not yet equipped to take advantage of such technology. Their intake involved intricate legal inquiries and sensitive conversations with clients sharing traumatic experiences. Utilizing AI in this scenario would have been disastrous.

The surge in AI enthusiasm has led many organizations to believe that they must implement it immediately. However, the reality is that while AI can excel in specific contexts, it can falter significantly in others.

Before considering voice AI for your business, make sure to check these three essential criteria:

1. Predictable Call Patterns

Our analysis of over 10,000 customer call transcripts reveals a critical insight: businesses with a high percentage of predictable conversations are the best candidates for AI. For instance, if 80% of your calls revolve around a few core topics—appointment scheduling, frequently asked questions, or basic troubleshooting—AI can be a perfect fit.

Conversely, if your calls are highly individualistic, like those at a mental health clinic, where each situation demands empathy and tailored responses, AI may do more harm than good. To assist in this process, we developed a pattern analysis tool that examines your call transcripts. If you’re not seeing at least 70% of your calls fitting recognizable patterns, it may be wise to hold off on AI.

2. Clearly Defined Escalation Triggers

The effectiveness of AI in customer service hinges on predetermined fail-safes. A lack of escalation protocols can lead to frustrating experiences for customers. One company we observed implemented a chatbot without any guidelines for escalating issues to human agents, ultimately leaving frustrated customers at the mercy of an inadequate system.

Before deploying AI, outline specific instances that should trigger a handoff to human representatives. This might include keywords, emotional indicators, or specific issues. For instance, a successful dental clinic we worked with transfers calls whenever a patient expresses high pain levels or mentions insurance