What’s the biggest blocker to adopting AI in customer support?
by•
The year is almost done, and I have started to be curious about what could be stopping companies from adopting AI for their customer support services??
From my experience, I can tell - fear, fear of losing control. Support leaders worry that AI will say the wrong thing, sound off-brand, frustrate customers, or create more cleanup work for the team. Until they see that an AI agent can learn from their own knowledge base, follow rules, escalate when needed, and stay accurate, they hesitate. Once they realize it can actually reduce workload without breaking trust, adoption becomes much easier.
What do you think? Do you agree with me?
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Replies
MultiDrive
There needs to be a very proper workflow, because just a week ago I had a chat with an AI about an issue — and it was a disaster. I ended up pausing the use of that app because their AI chatbot kept circling around without giving any real help. So I think the main challenge is building the right workflow and logic behind the AI.
I’m actually more worried that customers might dislike it , they might feel the company is being neglectful or not caring about them.
I agree! Abstracting it into "memory is the problem".
If assistants and agents have a technical framework & system to reliably remember context, processes, and past interactions - the consistency issues that break trust start to disappear. And I assume thats when adoption finally starts to click.
Querri
Kaily
A lot of hesitation also comes from not wanting to risk customer trust. Support teams genuinely care about the people they talk to, so giving that responsibility to AI feels scary at first.