Whenever an org says it wants to use ‘AI’ for a better customer experience, it is almost certainly lying.
Customers are not clamoring for shitty chat bots that extend the time to get to a real human. Customers are not asking for LLM-authored SEO-driven FAQ pages. Customers are not asking for yet more hero images of people with extra fingers.
The org is likely only interested in using ‘AI’ to reduce effort, save money, cut staff.
