If you’ve been following AI developments in CX, you know there are some big conversations happening—and a lot of mixed feelings, too.
Recently, we ran a LinkedIn poll to find out what people are most concerned about regarding AI in CX. Here’s what nearly 150 respondents had to say:
These results highlight some common worries from job security to the fear of CX losing its “human touch.” But, it’s exciting to see that implementation complexity—a big concern not long ago—is now the least of people’s worries.
This shift suggests that AI has become more accessible, and there are more ways than ever for businesses of all sizes to integrate it smoothly.
In this post, we’ll debunk some common AI myths and explore how you can implement it thoughtfully, ensuring it complements human roles in CX rather than replacing them.
Concerns about AI replacing human jobs are valid, especially as automation is becoming more and more common.
However, AI can actually be a powerful tool for support and CX teams to make work more fulfilling and interesting, rather than taking it over.
By automating basic and routine tasks like answering FAQs or routing common inquiries, your team members will have more time to focus on higher-value, human-centered work that require special attention.
Consider this example: a retail support team could use AI to handle basic questions like “Where’s my order?”. With AI managing those repetitive tasks, agents are freed up to help customers with unique, complex issues that require creative problem-solving and empathy—like offering a refund or product discount in the event of a disaster or loss.
Beyond that, with all the growth in AI, there are huge opportunities to uplevel skill sets and grow into a new career.
Folks who are keen and interested in learning will unlock tons of brand-new opportunities that wouldn’t exist without the introduction of AI into the CX space, e.g. conversation architects, prompt engineers, and bot managers.
It’s easy to worry that AI might make CX interactions feel colder—anyone who has experienced phone tree automation knows that.
However, when used well, AI can actually bring teams closer to customers. AI tools can help agents better understand a customer’s specific journey and preferences, giving them insights to respond more personally.
Imagine you’re a support agent, and AI provides a snapshot of a customer’s recent interactions and sentiment. You’re able to jump into the conversation with an understanding of their context, which means you can respond more naturally and empathetically.
You can understand their tone and what concerns they have already voiced. Rather than erasing empathy, AI is giving CX teams the tools to connect with customers in ways that feel genuine and seamless.
Privacy is a major concern, and rightly so. When implementing AI, it’s essential to choose tools that prioritize encryption, data anonymization, and compliance with relevant regulations.
Many AI providers now offer privacy-first solutions that enhance security by flagging irregularities and improving monitoring.
For example, if your team uses AI to watch for unusual activity on customer accounts, you’re adding an extra layer of protection, with AI quickly recognizing patterns and flagging anything that looks suspicious.
Rather than being at a greater risk, AI can help safeguard customer trust by strengthening security and privacy.
AI implementation can sound daunting, but with so many entry points available, starting small can make a big difference. Companies can begin with basic automations, like routing common requests or sending follow-up messages.
This lets teams ease into AI, building confidence and seeing early wins before scaling up. Conversation architecture can be quite complex, but you don’t need to dive right into the deep end right away.
For example, if your organization is new to AI, try setting up automation for a single task, like response routing. Once the team is comfortable, expand into areas like customer sentiment analysis or proactive customer support.
This step-by-step approach allows for manageable growth and helps your team feel supported through the transition. Most folks wouldn’t try to do an entire home remodel while still living in their house—why do it with your CX strategy? Instead, take small pieces and make changes bit by bit.
AI doesn’t have to be a barrier to connection—in fact, it can make customer experience better, empowering humans to focus on what they do best. By addressing concerns thoughtfully and starting small, businesses of any size can make AI a powerful, empathetic ally in CX.
If you’re interested in learning more about bringing AI into your CX strategy, grab our Augmented AI ebook.
We’re excited to explore how humans and AI together can create a CX that’s truly human-centric.
Let’s break down these myths and highlight the potential of AI as a powerful partner in delivering more personal, impactful experiences.
