Timely article, and you’re making points similar to ones I’ve been making recently.
That high Tier 1 resolution rate everyone wants also doesn’t happen without the preparatory points you make Katie. Which are the same things that helped assure CX success before AI tools. So the business basics aren’t changing, but the “how they’re achieved” is.
This is such an excellent post, Katie, thank you for bringing your valuable insights into this important discussion. I was just wondering from your experience of working at the boardroom level to what extent a lot of this is FOMO, and is this called out by the senior leadership teams or not?
I can completely see from the perspective of a business owner how CX is the first thing to get nuked and automated with AI. Personally I hate such support and would much rather use AI tools personally to figure it out. I love how you've identified the real bottlenecks and recommended slowing down to figure out those steps before really speeding up with AI. Thanks for putting this together!
Adapting to AI is becoming unavoidable. I’ve seen this even in programming, people get frustrated when AI outputs aren’t quite right. Most of the time it’s not technically “broken,” it’s just not 100% there yet. But the moment it slows you down, breaks something, or creates extra work, people start doubting its usefulness.
Some people are more willing to tolerate that imperfection than others, but I think we all have to keep experimenting and adjusting.
Like you said, this trend is happening. It’s inevitable. What makes me frustrated is that the leadership at my workplace is only now starting to accept it.
I’m curious, in your field, where do you see the biggest resistance versus sudden adoption? And how different are people’s reactions across roles and backgrounds?
Timely article, and you’re making points similar to ones I’ve been making recently.
That high Tier 1 resolution rate everyone wants also doesn’t happen without the preparatory points you make Katie. Which are the same things that helped assure CX success before AI tools. So the business basics aren’t changing, but the “how they’re achieved” is.
Interesting trend and It also aligns with what I’ve seen.
Knowledge-intensive work is being pushed into AI-assisted workflows, reducing the need for human repetition.
The real question is whether organizations are capturing the learning from these interactions - or just cutting headcount.
This is such an excellent post, Katie, thank you for bringing your valuable insights into this important discussion. I was just wondering from your experience of working at the boardroom level to what extent a lot of this is FOMO, and is this called out by the senior leadership teams or not?
I can completely see from the perspective of a business owner how CX is the first thing to get nuked and automated with AI. Personally I hate such support and would much rather use AI tools personally to figure it out. I love how you've identified the real bottlenecks and recommended slowing down to figure out those steps before really speeding up with AI. Thanks for putting this together!
Adapting to AI is becoming unavoidable. I’ve seen this even in programming, people get frustrated when AI outputs aren’t quite right. Most of the time it’s not technically “broken,” it’s just not 100% there yet. But the moment it slows you down, breaks something, or creates extra work, people start doubting its usefulness.
Some people are more willing to tolerate that imperfection than others, but I think we all have to keep experimenting and adjusting.
Like you said, this trend is happening. It’s inevitable. What makes me frustrated is that the leadership at my workplace is only now starting to accept it.
I’m curious, in your field, where do you see the biggest resistance versus sudden adoption? And how different are people’s reactions across roles and backgrounds?
Great points! So important to optimize our systems keeping the customer in focus