Is AI for everything and everywhere the utopian solution?

Whilst AI will play a huge role in customer experience in the future, the best brands will find ways to balance technology with human emotion.

We’ve all had some early bad experiences with voice recognition and other AI applications from trying to book movie tickets where the assistant can't understand what you’re saying to the endless loops that take you nowhere. It's not just the investment levels that need to be factored in... If the AI solution is inappropriately selected, or poorly applied, it can lead your customer to believe that it has been implemented to save money rather than to add value and support the customer which can ultimately do more harm than good.
Too many companies are [investing] too much resources behind AI. While there is no going back - AI is here to stay, consumers still want access to a human being when they need it.

“We shouldn’t get so caught up in AI that we forget the basics of customer experience,” says Blake Morgan, Customer Experience Futurist. “Human connections are still important. Customers want to feel an emotional connection with a brand instead of having everything as a sterile transaction. My view of the future is that AI will play a huge role in customer experience, but the best brands will find ways to balance technology with human emotion.”