How to Make AI in CX Work: Four Strategies for Success

 

AI in CX Work

I’ve seen countless AI-driven customer experience (CX) systems fall flat. As someone deeply passionate about conversational AI, it’s frustrating — because when done well, AI has the power to revolutionize how companies engage with their customers. But too often, the opposite happens: poorly implemented AI ends up creating more friction than it solves.

Take a major airline, for example. Its AI chatbot was meant to simplify service, but it ended up dispensing inaccurate information about bereavement fares — resulting in a legal ruling against the company. Imagine being in an emotional situation, only to be misled by an AI. That’s not just a poor experience — it’s a failure in trust.

The root of the problem? Too many companies treat AI like a plug-and-play solution. It’s not.

Why AI-Driven CX Often Falls Short

Let’s be clear: AI is powerful, but it’s not magic. Without thoughtful design, proper training, and ongoing optimization, it can quickly become a liability.

Here are some of the most common pitfalls:

  • Lack of Context Retention: Ever explained your issue to a chatbot, only to repeat it all over again to a live agent? That’s a context failure — and it’s all too common.
  • Set-It-and-Forget-It Mentality: AI needs continuous tuning. If you’re not adapting it to real-world feedback, performance will degrade, and customer satisfaction will suffer.

Four Questions to Ask Before You Deploy AI

  1. Is Your AI Truly Customer-Centric?
    Does it understand customer intent, emotion, and context — or is it just regurgitating keywords? AI should deliver meaningful insights, not shallow interactions.
  2. Can It Provide a Seamless Omnichannel Experience?
    If your customer switches from chat to phone to email, does the AI remember the conversation? Or do they start over every time?
  3. What Happens After Launch?
    Is your system continually learning and improving from real-world interactions, or has it been left on autopilot?
  4. Does It Empower Your Agents?
    Are your agents supported with real-time insights and context, or left to clean up after the AI? Great AI should elevate human performance — not sideline it.

These aren’t just checkboxes — they’re the difference between AI that enhances CX and AI that erodes it.

How [24]7.ai Does It Differently

We don’t just build AI. We build better CX — with a focus on empathy, intelligence, and adaptability.

  • Human-Centric From the Start
    Our AI is trained on real customer interactions — not generic data — so it understands emotion, intent, and the “why” behind behavior.
  • True Omnichannel Continuity
    Whether your customer starts on chat, shifts to email, or ends up on a call, our AI retains the full context. No repetition. No frustration.
  • Continuous Optimization
    AI isn’t a one-time project. We stay involved post-launch to refine and evolve the system with real usage data — improving outcomes over time.
  • AI That Empowers Agents
    Our platform gives agents real-time suggestions, conversation history, and contextual tools — so they can focus on what matters: solving problems and connecting with customers.

Let’s Redefine Customer Experience Together

AI-powered CX doesn’t have to fail. With the right approach — and the right partner — you can deliver experiences that customers appreciate and agents are proud of.

At [24]7.ai, we’re committed to building AI that works with humans, not against them.

Let’s create something exceptional.
📩 Contact Us

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