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MOTW (Meme of the Week)😀
☺️ Hey, Hey, Heyyy! ☺️
AI can write the email, summarize the call, answer the FAQ, tag the ticket, and probably figure out that your customer is annoyed before they've finished typing.
Cool.
But just because AI can do something doesn't mean it should.
So instead of asking whether AI is replacing CX, let's ask a better question:
What should we give to AI, and what should stay human?
🤖 Give This to the Robots
AI is great at repetitive work, finding information quickly, and spotting patterns.
Let it handle:
Ticket tagging and routing
FAQs and basic questions
Order and shipping updates
Pulling customer history
Summarizing conversations
Basic troubleshooting
Finding repeat customer issues
Reporting and trend analysis
If the answer already exists and doesn't require much judgment, AI can probably help.
And that's a good thing.
The goal isn't to remove humans from CX. It's to remove the work humans shouldn't have been doing in the first place.
🤝 AI + HUMAN
Then there's the middle ground.
AI can make the team faster, but a human should still be involved.
Think:
Drafting customer responses
Sentiment analysis
QA and conversation scoring
Identifying churn risk
Personalized recommendations
Updating help-center content
Summarizing customer feedback
Agent coaching
AI can tell you a customer is frustrated.
But should they get a refund? An apology? A replacement? An exception?
That's where humans come in.
🧠 Let a Human Handle This 😭
Some customer interactions need more than a fast answer.
Humans should still own:
High-emotion escalations
Relationship repair
Complex complaints
Making exceptions
Delivering bad news
Sensitive conversations
VIP relationships
Situations that require real judgment
Sometimes the customer isn't asking for information.
They're asking:
“Does anyone at this company actually care?”
That's a very different problem to solve.
👀 So… Is AI Replacing CX Teams?
AI is absolutely changing CX.
Some tasks will disappear. Jobs will evolve. New ones will pop up.
But faster doesn't automatically mean better.
A company can answer every customer in three seconds and still provide a terrible experience.
The companies that get this right won't necessarily use the most AI.
They'll know when to use it — and when to get it out of the way.
💬 Question of the Week
What's one part of customer service you NEVER want AI handling?
Reply and tell me.
Bonus points if you have an AI customer service horror story. 😂
😌 Personal Update
THANK YOU to everyone who came to our event last week!! It was so much fun 🥹
I did a little LinkedIn yap about it here 💌
Stay tuned for more events coming up!! 👀✨
🎙️ LET’S LAUGH ABOUT IT 🎙️
We have new Let's Laugh About It episodes pending!!
While we get those ready, there are plenty of past episodes to catch up on (or rewatch 👀).
Listen / Watch Here:
🚨Inevitable Agency CX Audits 🚨
Apparently we give away TOO much information in our CX audits?
We love to do it.
Our audits give brands an outside look at what's happening in their customer experience — what's working, what could be better, and where there are opportunities to make CX more efficient for both the customer and the team.
If your CX could use a second set of eyes — especially before BFCM — book an audit with the Inevitable Agency team.
