While AI promises scale and speed, poor implementation can quietly erode customer trust. In this feature from Smart Customer Service, InteLogix CEO and President, Mario Baddour, warns that many companies are unintentionally pushing customers away by over-relying on AI without designing for the human experience.
Baddour explains that today’s consumers expect personalization and empathy, even from automated systems. When bots misread intent, route poorly, or create loops of frustration, it doesn’t just impact satisfaction, it drives attrition. The article calls on CX leaders to audit their AI systems for relevance, tone, and timing, and to implement “human override” systems that maintain control when automation fails.
As businesses double down on digital strategies, the takeaway is clear: AI should be additive, not alienating. It must serve the customer, not just the operational agenda.
Continue reading on Smart Customer Service:
https://www.smartcustomerservice.com/Columns/Vendor-Views/Is-Your-AI-Driven-Customer-Experience-Strategy-Pushing-Customers-Away-171379.aspx