Tired of dealing with issues you don't have time for?

Artificial Intelligence is an incredibly powerful tool—one that can streamline processes, enhance efficiency, and even predict outcomes with remarkable accuracy. But like all tools, AI can be misused. When implemented thoughtfully, it supports human decision-making. When forced upon users without alternatives, it risks becoming more of an obstacle than an asset.

Consider the rise of self-checkout lanes at big-box stores. Initially introduced as a convenience, they provided an option for customers buying just a few items—allowing them to bypass long lines and check out quickly. But when some stores transitioned to 100% self-checkout, the experience changed dramatically. Customers with full carts suddenly found themselves managing scanning, price corrections, and technical glitches—all tasks that were once handled by trained employees. Despite doing the extra work, shoppers didn’t receive a discount or any added benefit for taking on these responsibilities. Instead, lines remained long, frustrations grew, and many customers, myself included, stopped shopping there altogether.

This shift mirrors what is happening with AI-powered customer service. AI can be useful for answering common questions, guiding users through simple troubleshooting steps, and offering helpful knowledge base (KB) articles. But when AI becomes the only way to get help—forcing customers through automated question loops before they can speak to a real person—the experience quickly turns frustrating.

Many customers already know what their issue is and already know that a KB article won’t solve their problem. Yet they are required to go through the AI-driven workflow, often getting caught in endless cycles of incorrect responses, with no option to escalate to human support or create a ticket. This is not just inconvenient—it’s a disservice to customers who need real solutions, not robotic runarounds.

AI Should Enhance, Not Replace, Human Support

If businesses want to use AI effectively in customer service, they must remember that it should add value—not take away the option for real human interaction.

1. AI Should Be an Option, Not a Barrier – Customers should be able to use AI-driven support if they find it helpful, but they should also have the choice to speak with a real person when necessary.
2. AI Should Improve Efficiency, Not Waste Time – If an AI system can correctly identify a customer’s issue, it should be backed by automation that actually solves the problem instead of just asking obvious questions like, “Have you tried rebooting?” before sending the issue to a human for resolution anyway.
3. AI Should Build Trust, Not Frustration – Businesses thrive on relationships. AI should support customer trust by providing relevant information, making interactions smoother, and ensuring that users always have access to human expertise when they need it.

Technology should work for people—not force them into predefined paths that don’t suit their needs. AI, just like self-checkout, can offer convenience—but only when it’s implemented in a way that respects customer choice.

The best approach?



AI should be a tool in the toolbox, not the only option on the table.