When you’re calling for customer service you could have any number, you could have 1000, 2000 different problems. And it’s not always the same every time.

AI and automation thrives on tasks that are easy to map out and only has one or two small variations. Things like customer service are terrible.

Why customer service AI does not help

You don’t have all the workflows mapped out, and so it never has a framework to work off of.

You’ll know this if you’ve ever called a customer service AI, and I know I have, and it’s frustrating. At the end of the day, they don’t really help you.

And you end up having to talk to a real person anyway, because the robot’s not trained to do any of the real tasks that you need done.

And you’ll know this if you ever called a company and they use an AI robot to do their field calls. At the end of the day, you’ll most likely just keep saying, I need to talk to an agent, I need to talk to an agent until you get through to an agent.

And I think that’s bad because the customers are the bloodline of your company, right? They’re bringing in the revenue, so they should be treated at the highest level of care and completion.

Messy tasks need a person

The messy tasks: AI is not really good at these when there’s unpredictability and when the same task cannot be completed in the same way.

That’s a complicated, messy task, and you don’t want to rely on AI to handle these things.

Sales calls fall under the same rule

I think sales calls fall under that same criteria.

Some owners push back on this. Hey, Tyler, like my sales process is very strict. We have scripts for everything.

But you’ll know if you talk to someone who just reads the script versus someone who’s experienced salesman, reading the script isn’t everything.

And at the end of the day, it’s that experience talking to another human, which is going to be more important than just getting the script off.

So I think any company that are prioritizing these things for AI is going to be surprised by the numbers and the data, because I think it’ll hurt them in the end, because AI is not really good at these things.

What it’s really bad at is the relationships, the human-to-human contact.