AI-first customer service strategies risk backfiring when organisations prioritise automation over human touchpoints without addressing underlying infrastructure issues like channel silos and legacy system fragmentation. Support teams need to implement robust testing and governance frameworks for agentic AI whilst maintaining human escalation pathways, rather than pursuing wholesale automation that leaves customers frustrated by impersonal interactions and unresolved issues.
Why AI-First Customer Service Strategies Are About to Backfire cmswire.com
Cyara Adds Agentic AI Testing & Governance cmswire.com